Create and manage ticket queues

Create and manage ticket queues

This article is also available in Japanese 日本語.

Ticket Queues determine which CSRs will see new tickets as they are submitted to your Support Portal. Ticket Queues consist of a list of CSRs who will be allowed to view tickets based on the criteria in Routing Rules.

To learn more about Ticket Queues, click a topic below.

 

Creating a New Ticket Queue

 

To create a new Ticket Queue, follow these instructions:

  1. In the Setup module, expand Ticket > Routing and click the Queues option.
  2. Click the New Queue button.

  3. Enter a Name for your new Ticket Queue.
  4. In the Queue Default Sort section, choose a Field that the queue should automatically sort by when it is viewed. Use the Direction drop-down menu to choose whether this field should be sorted in Ascending or Descending order.
  5. In the Queue Permissions section, choose which CSRs will be allowed to view tickets that are sorted into this queue. Click a CSR's name in the Available CSRs list and then click the >> button to move that CSR to the Permitted CSRs list to include them. If you want to remove a CSR from the Permitted CSRs list, click his or her name and click the << button. You can hold the Ctrl key on your keyboard to select multiple CSRs in either list. You can type a CSR's name into the text field to narrow the list of available CSRs.
  6. Click the Save button.

 

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Editing and Reordering Ticket Queues

 

To edit a Ticket Queue, follow these instructions:

  1. In the Setup module, expand Ticket > Routing and click the Queues option.
  2. Click the Queue Name of the Ticket Queue you want to edit.
  3. Make any changes to the Name, Field, Direction, or Queue Permissions that you want.
  4. Click the Save button.

 

To reorder your Ticket Queues, follow these instructions:

  1. In the Setup module, expand Ticket > Routing and click the Queues option.
  2. In the Order text box next to each Ticket Queue, enter the position number that you want each Ticket Queue to occupy.
  3. Click the Update Order button.

 

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Deleting a Ticket Queue

 

To delete a Ticket Queue, follow these instructions:

  1. In the Setup module, expand Ticket > Routing and click the Queues option.
  2. Check the box next to the Ticket Queues you want to delete.
    Note: Your default Ticket Queue can be renamed, but it cannot be deleted.
  3. Click the Delete Queue(s) button.

 

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Topic Information
  • Topic #: 3-6043
  • Date Created: 10/16/2012
  • Last Modified Since: 11/29/2016
  • Viewed: 2008