Introduction to Queues

Ticket queues are referred to as such because they are areas where tickets line up (or “queue up,” as the British say) to be assigned and worked on a first come, first served basis.   

As you may have noticed, there is already one queue that exists in Deskware called Default.  Any issues submitted via any of the email addresses you created earlier will be received by Deskware, turned into a ticket, and routed to the Default queue. 

Typically, different groups of agents are accountable for monitoring one or more queues for any new or escalated tickets. To ensure the correct people are seeing the correct tickets, you’ll want to create queues for those groups. For example, if you have an IT help desk you may want to create separate queues for the various tiers of support.  If your Sales team receives requests or inquiries that you want to keep separate from the IT staff, you’ll need to create a Sales queue.  You can create as many queues and get as granular as you want, so if Sales needs three different queues to manage requests, inquiries, and opportunities, there’s nothing stopping them from having that. 

To learn how to create, edit, sort, and disable queues, see the other articles in this section