What is the best way to set up queues if need more than 50?

[Emily.Komlance]

We are trying to set up queues for each Team that will be working tickets in our Help Desk service project. We have over 50 teams which is more than the allotted amount of queues. Is there a workaround or better way to filter these queues other than by assigned team? 

[Aleksandra Bosacka _Deviniti_]

Hello @Emily.Komlance 

It's Aleksandra from Deviniti and I wanted to share an alternative approach.

If you're open to using a plugin, I encourage you to take a look at our Queues for JSM app which allows administrators to organize queues into folders thanks to the multi-level hierarchy of the queues list.

Another feature you may find useful is restricting queues for specific groups of users in order to create a better focus and increase productivity. 

Also, in the app, there's no limit if it comes to the allowed number of queues that can be created. 😉

For more details and a general overview of the features we provide, I encourage you to see our online documentation or book a demo with our team via calendly.

Hopefully, you will find it beneficial!

Cheers,
Aleksandra

[Joseph Chung Yin]

@Emily.Komlance -

You may want to consider to design your queues by Request Type instead of by Teams.  Question for you - are multiple teams all working on the same request type?

If you can provide further information, it will help us to assist you better.

Lastly, take a look at this guideline on queue management - https://support.atlassian.com/jira-service-management-cloud/docs/best-practices-for-managing-queues-at-scale/

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Emily.Komlance]

Hi Joseph,

We do have some request types that will have multiple teams working that ticket. How we are currently determining that is by setting up automation rules to assign certain request types to certain teams. If the request type has multiple teams, we will set up an automation rule to clone that ticket and assign it to the applicable teams.