What are queues?
Learn how customer requests are organized into queues so you can quickly view, triage, and assign requests as they come in.
'Issue' is changing to 'work item'. You might notice some inconsistencies while this big change takes place.
Customer requests become work items that your agents can view and work on in your service project. These work items are automatically filtered into default queues, which organize and display them as to-do lists based on priority or pending service level agreements (SLAs).
Project admins can edit or delete the default queues that come with a project, or create new queues that align with the way your team prefers to manage their work. Within each queue, you can see the work items that meet the filter criteria for that queue and you can use the search bar and additional filtering options to further refine the view of work items.
Setting up your queues helps to triage incoming requests and allows agents to quickly find and resolve the priority work items that are relevant to them.
What are queues?
Learn how customer requests are organized into queues so you can quickly view, triage, and assign requests as they come in.
Create a new queue
You can create new queues in your service project.
Add or remove a view from your queue
Add a board or calendar to your queue so that you can manage and visualize your work in the way that works best for your team.
Edit queues
Find out how to edit queues in your service project.
Delete queues
Queues can be deleted in your service project.
Prioritize your queues using groups
Find out how to organize queues by groups to help agents stay on top of their work with various priorities.
Use keyboard shortcuts in your queues
Navigate your queues using keyboard shortcuts to get your work done faster.
Best practices for managing queues at scale
Try these best practices for configuring queues to maximize agents' productivity.
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