Queue Aging Heatmap

What it does

The gadget puts your open service desk tickets into a grid. Rows are your queues (or priorities, or agents). Columns are age buckets. Each cell shows how many tickets sit in that combination.

Colour is driven by age first and volume second, so a small pile of genuinely old work stands out more than a large pile of fresh work. Click any cell to see the tickets inside it and open them.

Installing

1. From the Atlassian Marketplace listing, select Get it now and choose your site. You'll need to be a Jira administrator, or have an administrator approve the request.
2. Open any Jira dashboard and select Add gadget.
3. Find Queue Aging Heatmap in the list and add it.
4. The gadget opens in configuration mode the first time. Follow the next section.

The app works with Jira Service Management projects. It doesn't require any setup outside the gadget itself — no admin configuration, no API keys, no connected accounts.

Configuring the gadget

Service project

Pick the Jira Service Management project you want to look at. One project per gadget — add a second gadget to your dashboard if you want to watch two.

Queues

Choose one or more queues from that project. These are the same queues your agents see, read directly from Jira, so the numbers here match what they're working from.

If you need something the queue list can't express, switch to Advanced: custom JQL and write your own query instead. The gadget validates it before running, so a typo gives you an error rather than a silently empty grid.

Age buckets

The columns of the grid, given as ascending hour boundaries separated by commas. The default is 24, 72, 168, 336, which produces the columns 0–1d, 1–3d, 3–7d, 7–14d and 14d+.

You can use any boundaries you like. A team that works to same-day resolution might prefer 1, 2, 4, 8 to see the day in hours. A team with longer-running requests might stretch to 72, 336, 720.

Group rows by

Choose whether each row is a queue, a priority, or an assignee. Queue answers "which part of the desk is falling behind." Priority answers "are we letting the urgent things age." Assignee answers "is one person carrying stale work nobody else can see."

Reading the heatmap

Above the grid are two callouts: how many tickets are older than seven days, and the single oldest ticket with a direct link to it. If you only look at one thing, look at these.

In the grid itself, colour intensity comes mostly from which age bucket a cell is in, and partly from how many tickets are in it. A cell with twelve tickets at 14d+ will always read as more serious than a cell with thirty-six tickets at 1–3d, because thirty-six tickets two days old is a working queue and twelve tickets a fortnight old is a problem.

The Total column on the right gives each row's own ticket count.

Refreshing

Results are cached for 15 minutes so the gadget loads instantly and doesn't hammer Jira every time someone opens the dashboard. The header line tells you whether you're looking at live or cached data and when it was fetched. Select Refresh (bypass cache) for numbers as of right now.

Drilling into a cell

Select any cell to list the tickets it contains — issue key, summary, exact age, and who it's assigned to. Select a key to open that ticket in Jira.

Cells list up to 100 tickets. If a cell holds more than that, the panel says so rather than quietly truncating.

Pricing

Free for sites with up to 10 users. Not a trial — a permanent free tier with the full feature set.

Above 10 users it's charged per user per month, billed by Atlassian through your existing account. Current rates are on the Marketplace listing.