How does JIRA Service Desk handle "queues" and "agents"?
- Queues and agents are interchangeable terms in JIRA Service Desk
- Queues are automated responses, while agents are human responders
- Queues are for customers to wait in line, while agents manage the overall workflow
- Queues are used to organize and prioritize incoming requests, while agents are responsible for resolving those requests
In JIRA Service Desk, "queues" are used to organize and prioritize incoming requests based on criteria such as issue type, priority, or SLA. "Agents" are individuals or teams responsible for resolving these requests. Agents can access queues to view and work on tickets assigned to them or their team, ensuring efficient handling of customer issues and inquiries.
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