Is there an Atlassian tool for "On Queue" status, time tracking, and auto-assigning JIRA tickets?

[pathrisai_avinash]

Is there a tool within the Atlassian ecosystem that allows agents to log in, mark themselves as available (On Queue), and automatically receive JIRA tickets based on their availability? The tool should also track the time an agent spends in the queue and on individual tickets.

Key Requirements:

1. Agent Availability Tracking

   • Agents should be able to mark themselves as "On Queue" when they are ready to work.
   • The system should detect when an agent is available and assign tickets accordingly.

2. Automatic Ticket Assignment

   • The tool should distribute tickets based on predefined logic, such as:
     • Round-robin assignment
     • Least workload-based assignment
     • Skill-based assignment (optional)

3. Time Tracking

   • The system should track the time agents spend in queue (available) and actively working on tickets.
   • It should generate reports on work hours, productivity, and ticket resolution times.

4. Queue Management

   • The system should provide a real-time dashboard displaying:
     • Available agents
     • Unassigned tickets
     • In-progress tickets
     • SLA tracking

5. Automation & Integrations

   • Ability to integrate with JIRA Service Management (JSM) and automate workflows based on agent availability.
   • Support for third-party time-tracking tools like Tempo Timesheets or Clockwork Automated Time Tracking.

Expected Deliverables:

1. List of JIRA-native tools or third-party Atlassian Marketplace apps that support these functionalities.
2. Detailed comparison of the available tools, including their pros, cons, and pricing.
3. Step-by-step setup guide on how to configure JIRA Service Management (JSM) or an alternative tool to meet the stated requirements.
4. Automation workflow suggestions for assigning tickets based on agent availability and tracking time efficiently.
5. Case studies or user reviews (if available) to understand real-world implementation and effectiveness.

Would appreciate a comprehensive response that outlines the best solution for a team that needs efficient queue management, automatic ticket assignment, and time tracking within JIRA. 

[Humashankar VJ]

Hi @pathrisai_avinash 

While no single Atlassian tool meets all your requirements, you can create a tailored solution by combining Jira Service Management, Jira Automation, Tempo Timesheets, and Queues for JSM.

This integrated approach will help you build a customized solution that addresses your team's specific needs.

Hope this helps - Happy to help further!!
Thank you very much and have a great one!
Warm regards