What are queues?

Queues are a way to organize and manage your work items, providing your agents with a focused view of their work in a central location.

Incoming customer requests become work items that are filtered into queues based on specific criteria. Queues let you quickly view, triage, and assign requests as they come in. They also provide high-level information on a work item: usually a summary, status, and customer name. You will find your queues in the sidebar under your project’s name.

Setting up your queues

You can use the preconfigured queues in your service project or create your own custom queues. Find out how to create a queue.

When you create a queue, you can choose the name for the queue, determine what requests are filtered into the queue, and what columns appear in the queue. You can also sort your queues into priority groups if you need more levels of organization. Read more about priority groups.

Queues are often sorted by a service level agreement (SLA) or goal for your team's service interactions. Once set up, a clock on the work item indicates the time until your team's next target is due. Read more about SLAs.

Example queues

How you set up your queues depends on the size and shape of your company and team, and may change as you work and grow your team and processes.

• You may have a ‘time to first response’ goal. You could create a queue that prioritizes requests to the top of your list that are closest to expiring on that goal, so you and your team can focus on the most important requests first. eg: “SLA priority”.

• You may have a number of teams, departments, or locales working in the same project. You could create different queues for each of these teams. eg: “HR requests” and “IT requests” or “Sydney office” and “Melbourne office”.

• You may have a number of different types of requests you’d like to group together. eg: “HR onboarding requests” or “IT hardware requests”.

Searching and filtering a queue

You can look for specific work items by using the search bar at the top of the queue page. The search bar can search through almost all text fields on your work items including the work key, but can’t search through the comments or worklog of your work items.

In the list view, use the dropdown filters next to the search bar to filter your queue. By default, the request type, status, and assignee filters are always available, but you can also use More filters to add additional filtering options based on other fields in your project. Some filtering options are also available for the board and calendar views.

Adding different views to a queue

You can add views to your queue so that you can visualize and manage your work in different ways. By default, queues have a list view of your work, but you can add a board or calendar to your queue and see your work items in the way that works best for you and your team. Find out how to add views to queues.