Creating your Queues
Setting up your queues as shown below - Admin > Ticket Queues - will help you organize tickets by where they are in the support process.
Tickets start in an input queue (column 1) and move through the columns to eventually rest in a filing queue (column 4).
The column 1 queues are automatically created - starting with "Immediate Work" in column 2, create the queues in each column as shown.
As none of these queues are meant to be customer-accessible, be sure to mark each as Only available to staff.
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1 |
2 |
3 |
4 |
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Input Queues |
Work Queues |
Processing Queues |
Filing Queues |
|
Support Requests |
Immediate Work |
To be Processed |
Filed (Managed Services) |
|
MAX RM |
Available Work |
Filed (Hourly Work) |
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|
Pending Work |
Filed (Project Work) |
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Internal Work |
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Input Queues |
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Support Requests |
All inbound requests start here |
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MAX RM |
Tickets auto-generated from the Dashboard |
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Work Queues |
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Immediate Work |
Any work that needs to be done today, such as scheduled or urgent work |
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Available Work |
Any work that is ready to be done but does not have to be done today |
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Pending Work |
Any work that cannot be done in the near future |
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Internal Work |
Work done for your company, whether it be actual IT work, administrative or related to training. This queue is different from all others in that the tickets in this queue should just stay here when completed. |
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Processing Queues |
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To be Processed |
Completed work to be billed and filed |
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An example of this process is covered in the section The Life of a Sample Support Ticket