How Deviniti Queues Can Help in A Support Agent’s Work

[#1]

Some might think a support agent’s work is simple and that the process doesn’t require much attention - open a ticket, read the problem, reply.
Nothing could be further from the truth. Believe me, I know something about it 😉

What also matters is:

• good work organization

• the ability to prioritize

• a convenient tool for managing requests

To keep the work flowing smoothly.

Here’s an example use case:

The Support team is divided into sub-teams:

1. First line

2. Technical & analytical line

3. Meeting line

Each sub-team handles tickets coming into a shared queue, but also has additional, specialized tasks they need to monitor.

Queues:

• General queue – accessible to everyone

• Separate queues:
  - Technical line – receives work items labeled “2nd_line” and is accessible to all so that anyone can take over in case technical staff are unavailable.
  - Meeting line – receives work items in issue type “Meeting” and is accessible only to people responsible for meetings; tickets are managed exclusively within this sub-team, including assigning backups.

How Deviniti Queues can make this process more efficient:

1. Groups 🗂️
   Grouping allows us to create one dedicated Support section, with queues organized by sub-teams, which makes the view more organized and helps quickly find the right queue:
   
   
2. Granular management permissions 🔓
   The team and its leaders know their needs best, so instead of asking an admin for every change, we can grant edit access to queues or groups to selected Jira groups.
   
   This shortens the time required to make changes and ensures the teams have an optimal setup. 
   

3. Cross-project 🔀
   Support teams often collaborate with, for example, the development team when it comes to bugs or new features.
   
   Thanks to the cross-project functionality, there’s no need to navigate to a separate project to check, for instance, whether a particular bug has already been reported.
   
   In this case, a Bugs queue from the Devs project was added, so the Support Team can quickly view all work items of this type.
   
   Browsing is also made easier by columns such as due date, status, or priority, which shortens communication time between teams, as essential information can be seen directly in the queue:
   

4. Notifications 🔔
   With Slack notifications, the team can be informed about selected work items. For example, as shown here, a notification appears in the support team’s channel when there is an hour left for the first response:
   

   In addition to Slack notifications, we can also set up notifications on selected queues, which, thanks to coloring, will highlight all new or chosen issues:

   
   

5. Queue visibility control 🧐
   As I mentioned in the use case description, this Support Team is divided into sub-teams, each with its own additional areas to manage.
   
   With this option, selected queues are visible only to specified groups or users, which makes the queues view cleaner and improves the management of tasks assigned to particular teams:
   
   
   

6. Flagging work items 🚩
   With this feature, agents can individually flag the issues most important to them.
   For one person, it may be issues with a short SLA; for another, those that require in-depth testing; while someone else may follow completely different priorities.
   
   Regardless of the approach, flagging helps agents organize their work more effectively: 
   

Each of these elements makes daily work easier, faster, and helps keep everything well organized 👌