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What are queues?

Customer requests are organized into queues. Queues let you quickly view, triage and assign requests as they come in. They also provide high-level information on an issue; usually a summary, status, and customer name. Queues are normally sorted by a Service Level Agreement or goal for your team's service interactions. A clock on the issue indicates the time until your team's next target is due.

You can use the pre-configured queues in your service project or you can create your own custom queues. Custom queues allow you to choose the name for the queue, determine what requests are filtered into the queue, and what columns appear in the queue. For example, you may have a ‘time to first response’ goal. Your queue prioritizes requests to the top of your list that are closest to expiring on that goal. This way you can focus on the most important requests first.

The total number of queues is limited to 300 per service project per work category across all sections. Any given queue will only refresh its count up until 999 issues at which point it will display 999+.

It is possible for an under-performing queue to present a warning instead of showing the number of issues in that queue. In this occasion, project admins are advised to reconfigure the queue’s filters. Learn more about the best practices for managing queues at scale.


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