Queues
The Queue Management section helps the support team organise tickets by department or work area.
A queue is like a waiting line for tickets. For example, Finance tickets can go to the Finance queue, HR tickets can go to the HR queue, and IT tickets can go to the IT queue. This makes it easier for the right team to handle the right request.
Queue Overview
Section titled “Queue Overview”The Overview tab shows all active queues in one place.
Each queue card shows:
- Queue name: The department or group the tickets belong to.
- Unclaimed tickets: Tickets that have not been taken by an agent yet.
- Claimed tickets: Tickets already assigned or being handled.
- Agents: The number of agents connected to that queue.
- Total tickets: The total number of tickets linked to that queue.
This gives managers and agents a quick way to see which queues need attention.
Unclaimed Tickets
Section titled “Unclaimed Tickets”The Unclaimed Tickets tab shows tickets that are still waiting for someone to take ownership.
At the top, the user can filter tickets by queue, such as:
- All Queues
- Finance
- HR
- IT
- IT Department
- Unassigned
Each unclaimed ticket card shows the ticket number, subject, and current status.
From here, an agent can:
- Claim the ticket for themselves.
- Assign the ticket to another agent.
Use this area when tickets need to be picked up and handled.
Claimed Tickets
Section titled “Claimed Tickets”The Claimed Tickets tab shows tickets that are already assigned to an agent.
This helps the team see who is currently responsible for each ticket.
Each claimed ticket card may show:
- Ticket number
- Ticket subject
- Ticket status
- Assigned agent
- Collaborators
From this section, users can:
- Reassign a ticket to another agent.
- Add collaborators when more people need to help.
- Review which tickets are already being worked on.
Reassign Active Tickets
Section titled “Reassign Active Tickets”The Reassign Active option is used when tickets need to move from one agent to another.
This can be useful when:
- An agent is unavailable.
- Work needs to be balanced across the team.
- A ticket belongs with a different person.
The system asks for:
- The current agent
- The new target agent
After reassignment, the selected tickets move to the new agent.
Collaborators
Section titled “Collaborators”Collaborators are extra people who can help with a ticket without becoming the main assigned agent.
Use collaborators when a ticket needs input from another team member, but the original agent still owns the ticket.
Manage Queues
Section titled “Manage Queues”The Manage Queues tab is where queues are configured.
This area shows:
- Queue name
- Department
- Number of agents
- Available actions
Users with permission can edit or delete queues.
Editing a Queue
Section titled “Editing a Queue”When editing a queue, the user can update:
- Queue Name
- Description
This helps keep queue names clear and easy to understand.
For example, a queue called Finance may have the description:
“Tickets routed to Finance.”
Deleting a Queue
Section titled “Deleting a Queue”The delete option removes a queue from the system.
JMS shows a confirmation message before deleting, because this action cannot be undone.
Only delete a queue when you are sure it is no longer needed.
Why Queue Management matters
Section titled “Why Queue Management matters”Queue Management keeps support work organised.
Instead of all tickets going into one big list, tickets are grouped by department or responsibility. This helps teams respond faster, avoid confusion, and make sure each ticket reaches the correct people.