Would save some of our Agents a lot of work. Please implement this!

would be a great improvment, eg. when working with projects for diffrent countries

Very interested in this capability and/or a better way to manage multiple customers from a single service desk interface

Shoving all customers into a single SD project is sub optimal due to permissions and notifications schemes etc... as single SD interface to multiple projects would be a boon. 

Conversely having a single portal that dispatches tickets to the relevant project based on the requester domain, would be a boon (maybe this is already a capability, i may not have looked hard enough) 

Bump!

This is something we would need to stop agents having to juggle different queues

Very interested in this feature.

Is the real purpose of letting the agents switch to other project all the time so they know what to do next?
It's a pity that Jira Software and Jira Service Desk don't have the same approach to filtering.
Colleagues of mine almost only use filters because the simplest things don't work in queues.

This here would be a real improvement.

This would be really useful for us as a built in feature 

interesting to see it enabled on Jira but not service desk. 

agree with Jonathan!

 course there is an app for this purpose, but this is so basic that it shoul dbe provided by Atlassian directly

пвкпывкрвр

@ Anders Vännman, @ Екатерина Годнева, @ Jon Raab, and all. I want to proudly announce that our Queues for Jira Service Desk app solves this problem. It is available for both Jira Server and Jira Cloud. Please check it on the Marketplace.

If you have any question, don’t hesitate to e-mail us at contact@intenso.support

https://marketplace.atlassian.com/plugins/com.intenso.jira.queues-extension/server/overview

Best regards,

Katarzyna

Hi,
This would be extremly useful. I have to talk with our staff alot about this, since for them its really a showstopper that could make us leave Jira before we really adopted it.

We have three plus different types of servicedesk, one for IT, one for Facilities, one for Development, and one for Customer Service. We help each other out with some issues, but arent helped in Jira at all. Its just pain.

We have previously used OTRS and Zendesk. None of them had issues with beeing able to let one servicedesk-organisation have simple views to another servicedesk. But in Jira its really really hard to achieve that, we have to link and create clones and copies. Its just silly.

To have the possibility to have custom views that shows issues that belongs to another project would reduce our pain with moving to jira.

Hello.

Yes, we would also be happy to have this feature, wourd help with our project architerture greatly. 

Seems like an obvious and common use case. Having to monitor multiple queues kinda defeats the purpose of the SDesk

THis is a much needed feature as we require service desks to cover off each other for critical issues.   Happy to provide a use case

This can be useful for you: https://marketplace.atlassian.com/plugins/com.intenso.jira.queues-extension/server/overview

Regards, Milena

I've run into the same issue as Gavin. We have one support team but 100+ service desks for each client. 

We need to have an easy way to view all requests through one desk AND maintain the real time queue updates.

Hi Team,

To add some context in our situation.

As an integrator we operate a service desk with 1 support team that supports both a customer and a vendor. We support the customer and the vendor separately by having two service desks and we need to keep these separate as the portal for the vendor will contain information we do not want to make available to the customer - so they must be separated.

Our single support team needs to operate out of the two service desks which is inefficient and can lead to SLA's being missed.

I would like the ability to create a queue that brings in requests for multiple service desk projects but keep both the portal, customers and email addresses for raising cases separate.

Regards

Gavin

We have the same situation. Won't take in use before this defect is fixed.

Are there any news on this?

We have multiple customers, with different SLA levels. We have a single support team though, that should be able to process queue in SLA order.

cf. JSD-727 as well