Queues are one of the organizational structures in the Agent interface, they enable Agents to view lists of tickets segemented by the different conditions they meet. They make it easier for Agents to track and view specific groups of tickets.

Deskpro has sets of default queues that come in-built into your helpdesk, you can edit, hide or delete these as required. You can also create your own custom queues more tailored to your specific use of Deskpro.

To edit or set up queues, go to Business Rules > Queues:

In the queues menu you will see a list of the default queues split into two sections, My Inbox and Inbox:

• My Inbox - These queues are created to be specific to each agent that is operating the helpdesk, when an agent is accessing the ticketing interface these queues will show them the tickets that are assigned to them, their team, that they follow, or have tagged in some form.

• Inbox - These queues are global helpdesk queues which will summarize all the tickets that match each condition.

From the queues menu you can enable or disable queues as required by switching the toggle next to a queue.

Editing Queues

To edit an existing queue, click the pen icon which will open an editor drawer. And you can delete queues by clicking on the bin icon.

From here you can change several properties of the queue:

• Title - The name that will display in the agent interface

• Permission - Who can view this queue

• Queue Set - Which set of queues it will be included in, you can add more than the 2 default queue sets.

• Visibility - Who can see this queue in their interface

• Criteria - What conditions a ticket must fit to be included in the queue (with default queues you cannot edit the ticket status)

You can mass action multiple queues at once, this enables you to mass delete queues or move queues to a different queue set.