How to enable notifications for the unassigned queues?

In order to meet the SLA for responding to WhatsApp tickets, you need to manually refresh the Unassigned queue so you can spot a new ticket on time.

Jira Service Management has a native solution

Jira Service Management Admin can make custom automation in Project settings by creating rules and triggering events that will perform some action, in this case, it would be sending the email to an agent/group of agents when the ticket is created. So, whenever the end-user sends the first message and the ticket is created agent/group of agents will receive an email notification.

Here are the steps Admin needs to follow to create and enable the automation:

1. Go to the Project settings.

2. Scroll down and click on Automation.

Open

3. Click on Create rule button.

Open

4. Choose Issue created as a trigger for execution of a rule.

5. Choose New action component to define which action needs to be done when new issue is created.

6. Choose Send email action.

7. Choose who will receive an email notification when new ticket is created. Fill in the Subject and Content textboxes.

8. Name your automation and Turn it on.

9. Once you’ve done everything you should receive an email notification when new ticket is created.