A queue is a list of issues that are displayed based on a set of criteria. JIRA Service Desk provides some pre-configured queues that sort issues for your team. You can create additional custom queues to further optimize the view for the agents.
Here's how queues work:
- Service desk administrators can create new queues.
- Agents can view queues but can't create their own custom queues or change the order the queues appear in. Keep this in mind when you design queues.
- You can control the order of issues in a queue by the way you structure the JQL statement you use to set up the queue.