What is a Queue?

What do you need your support team to work on during a typical day? Do you want them randomly choosing which tickets to answer and which ones to ignore? Probably not. That's what Queues are for.

A queue is a pre-defined list of tickets based on a specific set of saved search criteria. So maybe you want your Senior Support Team to work on Tickets which are most likely to breach their SLA that day. You can set up a Queue to show all Tickets that are close to SLA breach and order them by priority. This can be the first Queue your Senior Support Team see when they login to their Agent Homepage.

The queue wizard helps you to set up as many queues as you require across your business. Creating and configuring queues is a User permission that should be granted to users on a needs basis. For example a Team Leader or Support Admin might need the ability to create custom queues for their staff whereas a Support Agent might not.

Adding a New Queue

From the main Settings tab in the navigation bar on all pages you will find your Queues settings. You will be able to see any existing Queues and be given the option to Add Queue, taking you to your Queue creation wizard. This is a step by step process to create a custom queue to meet your requirements.

The first step in the Queue Wizard looks like this;

Name: Add a name for your Queue. If your Queue is for a User then a simple name or name plus the type of Queue for example Andrew IT Support would be ideal. If it's for a Team you could use the Team name following by a numerical number or however else you differentiate between your Teams. If it's per Client you can name your queue based on their Company name. There are no right and wrong ways to name your queue however if you are going to have a lot of them it's best to plan how to structure them before you create them. You can always rename a queue if you need to, so no pressure to get it right first time.

Internal Note: This is an area to add any kind of extra note you require to be added to your new queue. This is an open free text box for you to add any further information attached to the queue.

Sort Order: The next selection is Sort Order and the options here are Created Date, Updated Date, Replies, Helium, Priority, Urgency, Impact, Last Reply Date & Due Date.

Sort Direction: Sort Direction is just whether you want your results to be ascending or descending order. This will be the sort direction of the sort order option you chose above.

Next up is the Criteria that will be used to determine which tickets are in this Queue.

Here you select which types of tickets you want to be in this new Queue that you have created. In our example above perhaps you want your Senior Support Team to work on high priority tickets due to breach their SLA but only ones of a particular Ticket Type as this team only supports IT Support Requests then in the Ticket Types dropdown you would select IT Support Requests and in the Special Filter dropdown you would select SLA Active. Once you have chosen your criteria use the blue Update Criteria button at the bottom of the form and you will have generated the first 10 results of your new Queue for checking.

If you are happy with the results generated and want to continue use the green Save and Continue button at the bottom of the results.

You will have a Preview of your new Queue and the option to Save and Complete the wizard.