Queue Tidy
Support
Queue Tidy support
Email support@queuetidy.com and you'll get a reply within one business day. Urgent problems get a first reply within 4 business hours.
Contact
- Email: support@queuetidy.com
- Security issues: security@queuetidy.com
- Hours: Monday to Friday, 9:00–18:00 Singapore time (UTC+8), excluding public holidays
When you write, include your site address (for example, yourcompany.atlassian.net), the ticket keys involved, and what you expected to happen. Never send passwords or API tokens.
Response times
| Priority | Example | First reply |
|---|---|---|
| Urgent | Merges failing for all agents, or tickets merged incorrectly in bulk | 4 business hours |
| Normal | A merge step failed, or a duplicate wasn't caught | 1 business day |
| Question or idea | How to configure, feature requests | 2 business days |
Getting started
- A Jira site admin installs Queue Tidy from queuetidy.com/install and approves its permissions. (A Marketplace listing is coming soon.)
- Open Project settings → Apps → Queue Tidy in a service project. Choose which requests to check (email only is recommended) and how far back to look.
- Start in Flag for review mode. Likely duplicates appear under Queues → Apps → Duplicates.
- To clean up what's already there, open the Duplicates page and click Scan open tickets.
- To merge any ticket by hand, open it and choose ••• → Merge into….
- Once you trust the matches, switch to Merge automatically for near-certain duplicates.
Troubleshooting
| Problem | What to check |
|---|---|
| A duplicate wasn't caught on arrival | In settings: is checking on, does the channel setting include how it arrived (email only or all channels), and was the earlier ticket opened within the look-back window? Both tickets must have the same reporter. |
| The duplicate stayed open after merging | Your workflow may have no transition to a done status from its current status. Close it by hand once, or add a transition. The Merged tab lists this as a problem. |
| The customer wasn't added to the open ticket | Customers must be able to access the project. Check the project's customer permissions. |
| The customer didn't get the "where to follow" email | Check the project's customer notification settings, and that the reply option is on in Queue Tidy settings. |
| Attachments weren't copied | Files over 200 MB are skipped. The Merged tab shows which files and why. |
| Merge into… says I don't have access | You need access to both tickets, and both must be in the same service project. |
| Something else failed | Open Queues → Apps → Duplicates → Merged. Each merge lists any step that didn't complete. Send us that text. |
Frequently asked questions
Does any data leave Atlassian?
No. The app runs on Atlassian Forge and makes no outside connections.
Can I undo a merge?
Not yet. Reopen the duplicate and remove the link by hand. Undo is on the roadmap.
Are copied comments visible to customers?
No. They're added to the open ticket as agent-only notes, with the original author and date.
Does it work with Jira Software projects?
No, only Jira Service Management projects.
What happens when I uninstall?
Merging and late-reply routing stop. Notes and links already written stay in your tickets, and Atlassian deletes the app's stored data.