Tickets: Ticket Queues

Creating a Ticket Queue

• Make sure Queues are enabled (on the Organization Page)
• Click on the Tickets Page
• Click the Queues tab
• Click Add Queue
• Give the Queue a Title 
• Select which team members the Queue should be visible for which will allow them to claim tickets from the Queue
• Select the Queue Type:
  • Default: Just used for ticketing
  • AutoDialer: Used if you're making phone calls from the queue
• Optional: If you're using the AutoDialer, specify which phone number should be used for calls made from that Queue
• Click Save

Adding Pinned Fields to the Tickets in the Queue:

• Underneath Default Phone Number click Add which will allow you to "pin" fields that will be visible on tickets that are created through the queue

Claiming a Ticket from the Queue

• On the Tickets Page in the Queue click Get Next Ticket
• After closing the ticket if there are additional tickets in the Queue click Get Next Ticket

Claiming a Ticket from the AutoDialer

• Add Default Phone Number for Queue
• Select AutoDialer as Queue Type
• After closing a ticket and starting another, the next call gets auto-dialed