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The My Queues folder displays one or more queues if you are a member of any ticket queues. A ticket is assigned to a queue using the Service > Tickets > Ticket Details tab. 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.
Employees are added to ticket queues using the:
If you are not assigned to any queues, the My Queues folder does not display in your Home module.