It’s difficult to manage one queue, more difficult to manage several ones.
- Which one take priority over the other?
- Who is working in which queue?
Team Managers end up losing visibility which is key.
Our recommendation is for each team to have one only Team Queue.
New tickets that are opened go into the Team Queue and they are not assigned to anybody until someone in the team pick the next high priority ticket on the Kanban Board.
An alternative to multiple queues is adding a category for the tickets so that metrics can be taken if needed but not several queues.
All work requested to the team should go through a ticket into the Team Queue.
Avoiding in this way email threads, excel lists and any other type of workload that becomes invisible to the team and doesn’t allow the team to pull together.