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The Manage Support Queues application serves two distinct purposes based on your role: Administration (creating queues and defining architectural rules) and Management (configuring teams, SLAs, and notifications).
Queues Administration
Access Control
Access to this area is restricted. It is not automatically granted to Global Administrators. Users must explicitly hold the assignable permission manage_queues_admin to view and edit these settings.
1. Queue Overview
The main view presents a list of all active queues in the system. From here, you can monitor their status or initiate the creation of a new channel.
2. Creating & Editing Queues
When you click Create new Queue (or Edit), you will configure the structural definitions of the service.
- Name & Description: Define how the queue appears to end-users. Clear descriptions reduce misrouted tickets.
- Status:
- Visible: Active and selectable.
- Hidden: Inactive/Draft mode.
- Category: You must classify the queue into one of the following macro-areas:
- Spaces
- Administration - Finance - Personnel
- Digital Identity and Authorizations
- Repository and Archives
- Safety & Security
- Database, Data and IT management
- Maintenance
- Other
Queue Operators (Solvers)
Select the Organizational Structures responsible for this queue.
Enabled Categories (Submitters)
Define the audience for this queue. You can restrict ticket submission to specific User Categories (e.g., "Faculty", "Students") or specific Groups. Leaving this empty typically implies global availability.
Recipient Applications
Link this queue to specific software applications. When a user clicks "Support" inside a linked app, they are routed directly to this queue.
3. Monitoring Details
Clicking the Details button on a queue provides an administrative audit:
- Ticket Counts: Real-time breakdown of tickets per status.
- Enabled Operators: A master list of every user currently authorized to work on this queue.
- Configuration Recap: A summary of all routing rules applied.
Queues Management
(Visible to Structure Leaders and Queue Delegates)
The Management View displays only the queues where your structure has been designated as a Recipient Structure. It focuses on team organization and service levels.
1. Manage Teams
Click Manage Teams to configure your workforce. You will see a list of all potential users from your structure.
| Role | Description |
|---|---|
| Operator | Enables the user to process tickets. They will see the queue in their Manage Tickets dashboard and can reply to/solve issues. |
| Delegated | Enables the user to access this Queue Management interface. They can adjust SLAs, notification rules, and manage the team roster. |
* You will also see a read-only list of operators from other structures collaborating on this queue.
2. Details & Configuration
Click Details to fine-tune queue behavior.
Service Level Agreements (SLA)
- SLA (Hours): The target resolution time. Tickets exceeding this will be flagged.
- Reopen Limit (Days): The timeframe after a ticket is closed during which the user can autonomously reopen it. Once expired, they must open a new request.
Notification Rules
Configure exactly who gets alerted for specific events to prevent notification fatigue.
| Trigger Event | Notify Admin | Notify Operator | Notify Submitter |
|---|---|---|---|
| New Ticket | |||
| New Reply | |||
| Status Change |
Deep Statistics
This view also offers advanced insights:
- Ticket List: Direct retrieval of all tickets processed by this queue.
- Enabled Members: Full list of active operators and delegates.
- Ticket Counts per App: Analyzes which external applications are generating the most support traffic for this queue.
