Glossary of Atlassian Terms
What is 'Queues'?
Definition
In Jira Service Management, a queue is the agent’s working list: a filtered set of customer requests (work items) shown in one place so the team can triage, prioritize, and assign work quickly. Jira comes with default queues, but project admins can create their own—often using conditions similar to JQL—to surface exactly what matters (for example: “Waiting for customer”, “High priority incidents”, or “Due today”). When queues are set up well, agents spend less time searching and more time resolving.
