Setting up Ticket Queues

Ticket Queues are essential to the setup of your Service Desk application to ensure you can route and manage tickets effectively. During installation, two queues are set up by default:

  • Support - This is the default queue shown on your customers' Self-serve User Portal
  • RM - This is the default queue for tickets that are raised from alerts generated by your Remote Management & Monitoring Dashboard

You can customise the level of access you grant your Staff Agents, by allowing them full administration access, or alternatively limiting them to specific Ticket Queues.

To create a Ticket Queue:

  1. Go to Settings - Tickets - Queues.
  2. Once opened the page lists all currently configured queues (click on a queue to edit or delete).

  3. Click New to create a new queue.

    You are presented with the following options:

  4. Option description
    Name The name of your department (displayed to staff and users) e.g. Technical Support
    Incoming Email Mapping

    By default this is auto-populated with our own mail routing functionality (<queue name>@company name>.<Service Desk URL>.com), providing you with incoming email capabilities to your Service Desk install straight away.

    If you anticipate integrating with external email retrieval (i.e. POP/IMAP), this mapping field should be set to the relevant address you intend to integrate with. Please ensure the address above matches your inbound email account to ensure customer emails are correctly routed. See Setting up Email Retrieval from External Server.

    Important - Do not use a Staff Agent's email address here. If you do, all notifications to the agent will be disabled.
    Tip - A useful thing to note is that a customer can email this address directly and a ticket will automatically be created and placed in this queue.

    For example, Fred's company is called FredCo and his Service Desk URL is Fred could create a queue called Support and leave the Incoming Email Mapping address as the default Customers can then email this address directly to open a ticket in the Support queue in Fred's Service Desk system.

    Email Name The default 'From' address displayed in email replies and responses sent out from in your installation.
    Internal Selecting this option will restrict the queue availability for logging new tickets and assigning existing tickets to Staff Agents. Internal queues are not displayed on the Customer User front-end.
    Suppress new ticket email to end user? If enabled this will not send the Customer User confirmation that their ticket has been received.
    Queue access Specify which staff members will have access to this queue. All administrators can see this queue and will always be listed here.
    Default assignment

    The default assignment of tickets in this queue for initial review or triage.

    Select from the Staff Agents listed in the Queue access field (above) who will be assigned tickets in this queue by default.

    Default queue Select to make this the default queue when tickets are raised.
  5. Carry out the configuration as required and click Save to save the new Ticket Queue.