Queues

The Queues section helps support teams organize tickets by department or work area.

A queue works like a waiting line for tickets. For example, Finance tickets can be routed to the Finance queue, HR tickets to the HR queue, and IT tickets to the IT queue.

This makes it easier for the correct team and agents to manage each request.

Queue Overview

The Overview tab displays all active queues in one place.

Each queue card may show:

• Queue Name: The department or work group associated with the queue.
• Unclaimed Tickets: Tickets that have not been assigned or claimed by an agent.
• Claimed Tickets: Tickets that are already assigned to an agent.
• Agents: The number of agents connected to the queue.
• Total Tickets: The total number of tickets currently linked to the queue.

This overview helps agents and managers quickly identify:

• Queues with unclaimed tickets.
• Teams with high workloads.
• Queues that may require more agents.
• The total number of tickets assigned to each work area.

Unclaimed Tickets

The Unclaimed Tickets tab displays tickets that are waiting for an agent to take ownership.

Use the queue filter at the top of the page to display tickets from a specific queue.

Available options may include:

• All Queues
• Finance
• HR
• IT
• IT Department
• Unassigned

Each unclaimed ticket card may display:

• Ticket number.
• Ticket subject.
• Current status.
• Priority.
• Department or queue.

From this section, an authorized agent can:

• Claim a ticket for themselves.
• Assign a ticket to another eligible agent.
• Open the ticket and review its details.

Claiming a Ticket

Claiming a ticket makes the current agent responsible for handling it.

To claim a ticket:

1. Open Queues.
2. Select Unclaimed Tickets.
3. Find the required ticket.
4. Select Claim.
5. Confirm that the ticket moves to Claimed Tickets.
6. Open the ticket and begin working on the request.

An agent must normally be connected to the appropriate department or queue before claiming its tickets.

Assigning an Unclaimed Ticket

An unclaimed ticket can also be assigned directly to another support agent.

To assign a ticket:

1. Find the ticket under Unclaimed Tickets.
2. Select Assign.
3. Search for the required agent.
4. Select the agent.
5. Confirm the assignment.

Only agents mapped to the appropriate department may be available for selection.

After assignment, the ticket should move from Unclaimed Tickets to Claimed Tickets.

Claimed Tickets

The Claimed Tickets tab displays tickets that are already assigned to an agent.

This helps the team see who is responsible for each active ticket.

Each claimed ticket card may display:

• Ticket number.
• Ticket subject.
• Ticket status.
• Priority.
• Assigned agent.
• Collaborators.

From this section, authorized users can:

• Open and review the ticket.
• Reassign the ticket to another agent.
• Add collaborators.
• Monitor tickets that are currently being handled.

Reassigning a Ticket

A claimed ticket can be reassigned when another agent should take responsibility.

This may be required when:

• The assigned agent is unavailable.
• The ticket was assigned to the wrong person.
• Another agent has the correct experience.
• Work needs to be balanced across the team.

To reassign a ticket:

1. Open the claimed ticket.
2. Select the agent reassignment option.
3. Search for an available agent.
4. Select the new agent.
5. Confirm the assignment.

The new agent must normally belong to the same department as the ticket.

Reassign Active Tickets

The Reassign Active tab allows authorized users to transfer active tickets from one agent to another.

This is useful when:

• An agent is unavailable.
• An agent leaves a department.
• Work must be distributed more evenly.
• Multiple active tickets need to be transferred.

The reassignment process may require:

• Current Agent: The agent who currently owns the tickets.
• New Target Agent: The agent who will receive the tickets.

To reassign active tickets:

1. Open Reassign Active.
2. Select the current agent.
3. Select the new target agent.
4. Review the affected tickets.
5. Confirm the reassignment.
6. Open Claimed Tickets and confirm that the new agent is displayed.

Review both agents carefully before confirming because the reassignment may affect multiple active tickets.

Collaborators

Collaborators are additional users who can assist with a ticket without becoming its main assigned agent.

Depending on their permissions, collaborators may be able to:

• View the ticket.
• Follow ticket activity.
• Assist with troubleshooting.
• Participate in the ticket conversation.

Use collaborators when a request requires help from another person or department, but the original agent should remain responsible for the ticket.

Managing Queues

The Manage Queues tab is where authorized users configure queues.

This section may display:

• Queue name.
• Description.
• Department.
• Number of agents.
• Available actions.

Depending on their permissions, users can:

• Create a queue.
• Edit a queue.
• Review connected agents.
• Delete a queue.

Creating a Queue

To create a queue:

1. Open Manage Queues.
2. Select the option to add a queue.
3. Enter a clear queue name.
4. Enter a short description.
5. Select the appropriate department if required.
6. Save the queue.
7. Refresh the page and confirm that the queue appears once.

Use a name that clearly explains which team or type of work the queue supports.

Editing a Queue

Editing a queue allows authorized users to update its information.

Editable information may include:

• Queue Name
• Description

For example:

• Queue Name: Finance
• Description: Tickets routed to the Finance team.

To edit a queue:

1. Open Manage Queues.
2. Find the required queue.
3. Select Edit.
4. Update the name or description.
5. Save the changes.
6. Refresh the page and confirm that the changes remain.

Clear queue names and descriptions make ticket routing easier to understand.

Deleting a Queue

The delete option removes a queue from JMS Help Desk.

JMS displays a confirmation message before deletion because the action may affect ticket routing and may not be reversible.

Before deleting a queue, confirm that:

• The correct queue is selected.
• The queue is no longer required.
• No active tickets still depend on it.
• Connected agents have been reviewed.
• Any required tickets have been reassigned.

Only delete a queue when you are certain it is no longer needed.

Refreshing Queue Information

Refresh the page when queue counts or ticket assignments do not update immediately.

After refreshing, confirm that:

• Claimed tickets appear under Claimed Tickets.
• Unclaimed tickets appear under Unclaimed Tickets.
• Queue totals are correct.
• Agent assignments are current.
• Reassigned tickets show the new agent.

Troubleshooting

A Ticket Does Not Appear in a Queue

Confirm that:

• The ticket belongs to the correct department.
• The correct queue filter is selected.
• The ticket has the expected claimed or unclaimed status.
• The ticket has not been resolved, closed, or moved to Trash.

An Agent Does Not Appear

Confirm that:

• The agent is active.
• The agent is mapped to the same department as the ticket.
• The agent is connected to the appropriate queue.

A Claimed Ticket Still Appears as Unclaimed

Refresh the page and confirm that the assignment was saved successfully.

Queue Counts Appear Incorrect

Refresh the Queue Overview and compare the totals with the tickets displayed under the Claimed and Unclaimed tabs.

Why Queue Management Matters

Queue Management keeps support work organized.

Instead of placing every ticket in one large list, queues group tickets by department or area of responsibility. This helps support teams:

• Route tickets to the correct team.
• Identify unclaimed work.
• Balance workloads.
• Prevent duplicated work.
• Improve accountability.
• Respond to requests faster.

Queues help ensure that each ticket reaches the appropriate people and receives the required attention.