Queues

The Queues admin page is split into three tabs — Queues, Members, and Rules. Together they describe (a) which groups of agents work tickets, (b) who belongs to each group, and (c) which tickets land in which queue.

Accessing the Page

• Route: /service-desk/queues
• Menu path: Service Desk → Settings → Queues
• Primary audience: Admins (service-desk.admin).

Queues tab

Lists all queues for the tenant.

Fields

Field	Required	Type	Description
Name	Yes	Text	Display name
Code	Yes	Text	Short identifier; referenced by routing rules and chat skills
Description	No	Text	Free-text purpose
Default	No	Toggle	Exactly one queue can be marked default; when no rule matches, new tickets land here
Active	No	Toggle (edit only)	Inactive queues hide from selectors but keep their tickets

Actions

Action	Permission	Description
New Queue	service-desk.admin	Opens the queue create dialog
Edit	service-desk.admin	Edit name / description / default / active
Delete	service-desk.admin	Blocked if the queue has tickets; reassign them first

Members tab

Lists the users assigned to the currently selected queue (use the queue selector at the top of the page).

Column	Description
User	Display name of the assigned agent
Role in queue	member or lead
Priority weight	Number; higher weights are picked first in priority-first routing mode
On break	Toggle; agents on break are skipped by round-robin and priority-first auto-assignment

Actions

Action	Permission	Description
Add member	service-desk.admin	Adds a user to the queue
Edit	service-desk.admin	Adjust role, weight, on-break
Remove	service-desk.admin	Removes the agent from this queue; does not remove ticket assignments

Rules tab

Rules auto-assign new tickets. Each rule has one or more clauses joined by AND / OR, and produces an action when matched. Rules execute in position order; the first match wins.

Clause fields

Field	Operators	Values
priority	=, ≠, in	low, medium, high, urgent
source	=, ≠, in	portal, email, phone, chat, api
tag	contains, not contains	Any string in the ticket’s tag array
requesterType	=, ≠	bp, account, manual

Clauses can be grouped with AND / OR (e.g. priority = urgent AND (source = chat OR source = phone)).

Action types

Action	Effect
Assign to queue	Routes the ticket to a specific queue; the queue’s routing mode then picks the assignee
Assign to user	Routes directly to a specific agent; bypasses queue routing
Escalate	Bumps the priority one level (or to urgent if already high)
Reassign queue	Marks the ticket for queue handoff (delivered via outbox event; not yet dispatched as a UI action)

Notes

• Marking a different queue as Default automatically clears the previous default — there is always exactly one default queue per tenant.
• Deactivating a queue does not move its tickets; you must reassign them manually or via a one-off bulk edit before deleting.
• Routing mode (manual, round_robin, priority_first) is configured in Settings → Routing and applies tenant-wide to all queues. The priority_weight per member is only used in priority_first mode.
• Agents flagged on break are skipped by round_robin and priority_first auto-assignment, but explicit assignments (rule action Assign to user, manual reassign) ignore the on-break flag.

Related Pages

• Settings — routing mode, default queue, auto-assign toggle.
• Help Topics — default_queue_id overrides routing for tickets created from a topic.
• Ticket Detail — manual reassign from a single ticket.