Queues

Admin > Service Desk > Queues

The Queues page maintains the ticket queues used by your Service Desk module. Tickets are assigned to queues. Technicians assigned to a queue are responsible for working the tickets in that queue. A workflow can automatically assign a ticket to a queue, based on the settings of the ticket. You can search for all tickets assigned to the queues you are a member of using the Queue search parameter on the My Tickets page.

• You create a queue first.
• Then you add employees to the queue.

Creating Queues

1. Select the Admin > Service Desk > Queues page.
2. Click New.
3. Enter the following fields in the Queue Information section.
   • Name
   • Description
   • Status - Active or InActive
4. Click Add to add one or more employees in the Queue Users section.
   • Select one or more rows in the employee list.
   • Click OK.
5. Click Save.