Use priority groups to organize your queues

Priority groups let you group related queues together. This helps agents quickly find and work on the queues that matter most to them. Priority groups are especially useful when you have multiple teams, workflows, or areas of responsibility in a single project.

When you organize queues into priority groups, agents can switch between groups to focus on different sets of work – making task prioritization easier.

Examples of priority groups

You can create priority groups to match your team’s structure or workflow. For example, you could create priority groups for:

• each agent, e.g. “Emma’s Work”

• a team, e.g. “Design Team Requests”

• a workflow, e.g. “L3 Urgent Escalations”

Queues that aren’t assigned to a priority group appear under View all queues in the project sidebar.

Create and manage priority groups

You need to be a project admin to create and manage priority groups.

Create a priority group

1. Next to Queues in your project, select More actions (), then Queue settings.

2. Select Priority groups, then Create group.

3. Enter a group name that clearly describes the group’s purpose.

4. Select Create to save the group.

Manage queues in a priority group

1. In Queue settings, select Priority group.

2. Select Manage queues for the group you want to manage.

3. Choose the queues to include and change their order if desired.

4. Select Save.

You can also assign a queue to a priority group from the Queues tab:

1. In Queue settings, select the Queues tab.

2. In the Priority groups column, select the group you want to assign the queue to. A queue can be assigned to more than one priority group.

3. If there are no existing queues, select Create queue, then use the Assign to priority group dropdown to select a group for the new queue.