What are Queues

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What are Queues#

A queue is a permission object which contains tickets. These are assigned to a specific group of users based upon your organizational requirements. It could be your team is organized by:

  • department

  • service

  • product

  • country

You can view the tickets in a queue by navigating to the Queue view under the Ticket menu. Users can prefer queues In Znuny, a queue is a collection of tickets that are grouped together based on a common attribute, such as a department or a service. You can view the tickets in a queue by navigating to the Queue view under the Ticket menu. By default, this list aggregates all queues selected as My Queues under the Personal Settings menu. You may further filter tickets by drilling down the queue structure.

Communication between teams, is done by moving or splitting a ticket, into another queue. Each queue has its own unique set of identifying features and options used to create a team of users for servicing customer users.

Here a typical queue structure:

        graph TD

    SD[Service Desk] --> SL[Second Level]
    SD[Service Desk] --> OB[On-Boarding]
    DEV[Development] --> 3L[Third Level]
    SALES[Sales] --> EMEA[Europe]
    SALES[Sales] --> US[North America]

Typical Workflow#

An email is received by service@example.com and delivered to the Service Desk queue. It is then moved to the service desk team’s second level department for further assistance.

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