• Products
  • Get started
  • Documentation
  • Resources

Arrange queues into groups to prioritize work for your team

Arranging queues into groups can help your agents stay on top of the work that’s most important to your teams. The business-critical queues you place under the Team priority group appear to your agents at all times. Move less-used queues into the Other group so they are out of your agent’s focus by default. Your agents can star queues from both groups for quick access in the Starred group on top of the queue list.

To arrange queues:

  1. From your service project, go to Queues.

  2. Select Manage queues.

  3. Drag and drop the queues between the two groups: Team priority and Other.

  4. Select Close.

You can also arrange queues while you edit a queue:

  1. From your service project, go to Queues.

  2. Select the queue you want to edit.

  3. Select Edit queue.

  4. Select Add to Team priority checkbox to add the queue to the Team priority group. If unselected, the queue will appear in the Other group.

  5. Select Save to confirm your changes.

Queues in Starred and Team priority groups refresh on a regular sync updating their issue count (the number of issues in the queue). Queues in Other group do not refresh, and is collapsed by default.

Learn more about the best practices for managing queues at scale.


Additional Help