Software Support Best Practices: How Atlassian Support Visualizes Our Support Queue - Part 2

Monday, 27 September 2010 01:00

In Part 1 of this series, we went through how Atlassian Support uses a shared view to manage our support queues. In this post, we'll get into how we modeled our goals and came up with the code we use. The focus of this article is to explain how we visualize our queues rather than our support process itself. So, in the article and in the sample code provided, we're going to be talking about a simple shared queue of incoming issues waiting to be assigned to an engineer, and not the exact process used by Atlassian.