Criteria

The Criteria for a queue is essentially the set of options you wish to have pull through to your new Queue. For example if you wanted a Queue just to show tickets created by a particular Client you can choose just the Client you are looking for and then don't select any other options and your new Queue will show all Tickets created by the chosen Client from All Time. The search you create per Queue can have multiple selections across multiple options so your custom Queues can be as unique as you require for any business need. Another example, perhaps you want a Queue just for your Sales Team to manage all the enquiries you receive from your current Clients, in this case you could select just your Sales Enquiries Ticket Type or you could also select the Team these tickets will be assigned to - your Sales Team.

The Criteria section of the wizard looks like this.

Summary: A summary of what the queue is being created for, either who it's for or what it's required for, can be added here. This can be used to describe in any kind of detail that you require. A quick summary to help you differentiate between Teams or a detailed description of why this queue is needed. Either works. The easiest way to think about naming your Queue is 'Who is this for'.

Ticket Type: The dropdown here will have all the available Ticket Types within your system, and you can choose whichever type you want to be used for this Queue or if you don't want to select Ticket Type in your custom queue just leave this one blank. You can also choose one or multiple Ticket Types per Queue. Perhaps you want a Queue for your Head of Support and they need to see all Level 1/Level 2/Senior Dev Teams you would choose all three Ticket Types in this instance.

Ticket Category: If any Categories and sub-categories are created these will be available for you to use. This means you can choose to include and of these to be included in your queue. Perhaps you need a super niche Queue for a particular Category of Ticket then you can set up the Categories within Ticket Type Settings and then use this to filter all those Tickets belonging to that Category into this Queue.

Tags: If you want to use Tags as part of your search criteria you can do so by selecting which Tag you want to pull through from selecting it from the dropdown here. You can choose one Tag, multiple or none per Queue. Maybe you have a 'Fix it Friday' and you want your dev team to work only on 'Bugs' for which you have a Tag. This is a great way to focus on tickets belonging to a particular tag.

Status: Any status belonging to your system will be available here in the dropdown to select. If your Queue requires to use Status as part of the search then you'd need to select it here. You can choose one Status, multiple or none per Queue. Do you only want to see Tickets where the status is 'New'? Or do you have a custom Status you set up for your business needs and you want a Queue specifically for that Status, then here is where you can prioritise Tickets with this Status.

Urgency: Using Urgency as part of your search criteria can be done using the dropdown here, any Urgencies you have set up as part of your system will be available to choose here. You can choose one Urgency, multiple or none per Queue. This one is fairly self explanatory, in some most cases you will want someone in your Company looking at all Urgent Tickets that have come into your system.

Impact: Impact is the next available option in your search criteria to use. You can choose one Impact, multiple or none per Queue. Impact is similar to Urgency, Impact being a measure of Severity for your Clients.

Client: If you need your queue to be solely based on tickets from one Client in particular you'll simply select the Client in the Client dropdown at this part of the wizard. You can create as many queues as you require therefore you can also create multiple queues for a Client with different selections each time so you are not limited in any way. You can choose one Client, multiple or none per Queue. Do you a dedicated department dealing with a particular Client, then your Agents can have Queues built around that one Client.

Assigned Team: If you have more than one Team set up within your system, you can use the Assigned Team as part of your search criteria for your queue. You can choose one Team, multiple or none per Queue.

Assigned User: Your new queue can also use a specific User of the app as part of the search criteria. If you wanted a queue created to manage the performance of a particular User you could use a custom Queue for this using the Assigned User in the queue creation wizard. You can choose one Assigned User, multiple or none per Queue. If you have a Team Leader or Manager who needs to have visbility over Tickets from a few different Users then you could create a Queue around this scenario.

Created By: Created By has a dropdown list of all registered Users of the system so you can choose to create a set of criteria for a queue that only has Tickets Created By a specific User. You can choose one Created By User, multiple or none per Queue. Do you have a top tier Client who needs additional support during a few weeks of the year when their accounts are due, then here is where you can create a Queue for all Tickets created by that User. Queues can be setup, updated, removed at any time so you can have these are regular every day use or perhaps you want to tweak them and use them sporadically.

Special Filter: If all of these options to create a custom queue doesn't meet your requirements, there are a few Special Filters you can use under the Special Filter dropdown. In this dropdown you will find extra filters to be used, including:

No Special Filter

Replied to by Me

No Replies

SLA Breached

Watching

Unassigned

Only one filter can be used per Queue.

Tickets Created: The last criteria section to be utilised here is the Tickets Created dropdown. From here you can select which tickets you want to be searched across when they were created from a list of options:

All Time

Last 24 Hours

Last Week

Last 2 Weeks

Last Month

Specific Date Range

Only one Tickets Created filter can be used per Queue.

After you've created your search criteria for your custom Queue you simply need to hit the Update Criteria button.

Your new Queue / list of Tickets will be displayed below the criteria form showing the fields you've chosen with a Save & Continue to get to the next step.

Your quick preview of the Queue will be displayed, saving will finalise the Queue and you are good to go.