How do I get an better overview of which "Open requests" is waiting for customer and which ones is waiting for support.

[Deleted user]

Hi there. 

How do I get an better overview of which "Open requests" is actually just waiting for customers and which is waiting for support?.

Right now below, I have attached an image, where it shows that I have a long list of custumers, which I have to manually click on each of the "Open requests" in order to check which ones requres my attentions. This is bad overview. 

JiraServiceDesk.png

Another thing, how do I actually remove people from the list, without having them to not be able to log in our system? I.e. I know how I can deleted the user from the customer list, but I would still like to have the user be able to search our Customer knowledge base. I.e. have a list of collegues instead. How do I make a much better overview of all the tickets?

[Bhushan Nagaraj · Accepted solution]

Hi Christian,

You need to be setting up two queues. One for "Open Requests" and one for "Waiting for Customers".

Refer to the documentation available at https://confluence.atlassian.com/servicedeskcloud/setting-up-queues-for-your-team-777022236.html