Junban Desk replaces the default Jira Service Management queue views with a single, focused agent workspace: a “needs action” ticket table on the left and an inline ticket detail pane on the right. Agents triage, reply, and resolve without ever leaving the queue.
Open any Jira Service Management project and choose Junban Desk in the project sidebar (under Queues). The workspace has two panes; drag the divider between them to resize, or double-click it to reset.
The table shows every open ticket in the project that is not waiting on the customer, oldest update first — so the ticket that has waited longest is at the top. Tickets that are resolved or in a “Waiting for customer” status are hidden automatically.
The queue refreshes itself every 30 seconds in the background (paused while the browser tab is hidden), and you can refresh manually with the Refresh button.
Three filters, applied instantly and remembered across reloads:
Select a ticket to open it inline:
If someone else updates the ticket while you have it open, the pane notices on the next background refresh and reloads itself, so you never reply to a stale thread.
Type your reply at the bottom of the detail pane and pick:
Next to the submit button is a status-at-submit dropdown (Zendesk style): leave the status unchanged, or pick any workflow transition to apply together with your reply — for example “Reply and set to Waiting for customer” in one click.
Every action Junban Desk performs runs as you, through Jira’s own REST API. You can only see and do what your Jira permissions already allow — the app adds no permissions of its own and never acts on your behalf when you are not using it.