How do you manage notifications to large support teams with a large set of applications?

[Filipe Dias]

Hello.

I'm setting up a new service desk on my company.

We have some other help desk software but I'm trying to "sell" the management to use JIRA Service Desk.

The main use we need for the service desk is to provide the several company applications customers a place for problems reporting.

We the have a support team that receives those reporting tickets and solves the problems.

The configuration I think better suits our needs and is easier and to configure is to set one or two generic request types, like "Request", "Anomaly" and then on the request form set the application on the "Component" field, so this way I can set the default assignee,

My problem is the support team for each application has more than one element, and I want to notify all the elements for that group.

I know they can check the queues, but that has two problems:

• They have to go there and check, refresh the filters
• I have to have tens of different queues one for each application.

This is not a good solution, if the request is urgent and the default assignee is on vacation for ex no one else will get an instant notification for the new ticket, only checking the queues.

Has anyone have the same problem? What's the better way to address this?

I really want to implement JIRA Service Desk here on the company.

Thanks.