Administration › Support Automation › Queue Management

Queue Management

You can perform the following queue management activities:

• Add (define) uniquely named queues to sort and differentiate between support requests.
• Specify the hours of operation for each queue.
• Deactivate a queue that is no longer needed.
• Assign a default queue for support requests to enter when no Issue category or Incident/Request Area is selected.
• Establish a session escalation process.

The Queue list page displays a list of queues containing information about each queue. You can manipulate the queue details.

More information:

Create a Queue

Search for a Queue

Set Queue Hours of Operation

Deactivate a Queue

Assign a Default Queue

Establish an Auto Transfer Process

How to Manage Queue Summaries