Ticket Queue¶
This page is a reference of all Ticket queue settings. A ticket queue pushes tickets to agents instead of waiting for someone to pick them out of a view. If you are setting your helpdesk up from scratch, follow Set Up Your Helpdesk; if you are building scored, cross-channel distribution, follow Set Up Priority Flows. For the queue list itself β assigning agents, their Rank, log-in types, relations and the distribution matrix β see Queue Basics.
Go to Settings β Routings β Queues, click Add new and select Ticket queue.
Nothing reaches a ticket queue on its own. Tickets enter it either from a ticket distribution rule or as the target of a priority flow.
Ticket Queue Details¶
Fill out the Title and Description (optional), then set up the queue.
Distribution¶
| Field | Description |
|---|---|
| Priority | The queue's priority for distributing activities to agents. There is no fixed scale β pick any number, in the same number space as priority flow scores. The value applies only to tickets that enter the queue directly; a ticket that arrives with a priority of its own keeps it. The priority never grows while the activity waits β that is what ageing is for. |
| Distribution strategy | Which agent is offered the ticket: Everyone, Everyone in priority order, Least recent or Random in priority order. Required. The strategy selects the agent, not the order tickets are served in. See Distribution Strategies. |
Priority Increments Based on SLA Ageing¶
A waiting ticket's score keeps growing, staged against the ticket's SLA deadline. Set the rates here; they apply to everything waiting in this queue, whether it arrived through a flow or directly.
| Stage | Fields | Description |
|---|---|---|
| Within SLA | Increment time period (number + Minute / Hour / Day) Β· Score increment | The baseline rate a ticket's score grows at while it is still within its SLA deadline, before any Nearing SLA step kicks in. Usually 0. |
| Nearing SLA | One or more steps, each with Before deadline (number + Days / Hours / Minutes) Β· Increment time period Β· Score increment | Escalation steps that make the score grow faster as the deadline gets closer. Click Add rule for each step. Steps are evaluated closest first: once the deadline is nearer than a step's threshold, that step's rate replaces the previous one. |
| After SLA | Increment time period Β· Score increment | The rate a ticket's score keeps growing at once its deadline has already passed. |
Info
Ticket queues are the only queue type with staged ageing. Other queue types use a single flat increment instead β Waiting increment and Waiting increment β period (s).
Tip
Example. Five days out the ticket adds 500 a day; one day out it adds 800 every twelve hours. Two queues ageing at different rates will let their tickets overtake one another over time.
Advanced Settings¶
| Field | Description |
|---|---|
| Find specific agent | Try one particular agent before falling back to the distribution strategy: β none β, Last agent β try, then fallback, or Ticket owner β try, then fallback. |
| Wrap up time | The pause an agent gets after finishing an activity before the next one can be routed to them: None, 15 s, 30 s or 60 s. |
| Working hours | The time group during which this queue distributes tickets. |
| Automatic pause | Turn on to put an agent who rejects or doesn't answer a ticket on the Lazy pause automatically. |
| Tab autofocus | Turn on to open the tab with the activity automatically. |
| Max. waiting time | How long a ticket can wait in this queue before it falls through to the next target β a duration, or Unlimited. See below. |
Max. Waiting Time and Next Targets¶
When Max. waiting time runs out, the ticket falls through to the Target if not answered you configure here. A timeout is never terminal β the ticket always ends up somewhere.
| Target | What happens |
|---|---|
| Ticket queue | The ticket overflows to a fallback ticket queue and takes that queue's Priority. Overflow is configured here, on the queue, rather than repeated in every flow that points at it. |
| Priority Flows | The ticket enters the chosen flow's funnel; the flow's rules and entry scoring apply, optionally with an entry priority increment added on top of the flow's entry score. |
| Ticket update | The ticket is released to manual handling and updated with the fields you configure β one row per field. |
| Terminate activity | The queued distribution activity ends. The ticket itself stays as it is, in the ticket views. |
Field Updates on Timeout¶
With Ticket update, each field row has its own mode:
| Mode | What it does |
|---|---|
| Set | Assigns the value you entered. This is the default. |
| Replace | Overwrites the values a multi-value field already holds instead of adding to them. Offered on multi-value fields only. |
| Empty | Clears the field and ignores the value you entered. Not offered on mandatory fields such as Title. |
Whether a field is mandatory or multi-value comes from the field's own definition, so the modes on offer change with the field you pick.
How Tickets Are Ordered¶
Tickets are served by current score, highest first; among equal scores the longest-waiting ticket goes first. Tickets that enter the queue directly start from the queue's Priority, tickets arriving from a flow keep the score they earned there, and both then age at this queue's rates β they interleave by plain number comparison.
Shared Queue Settings¶
These work the same on every queue type and are documented once:
- Agents, their Rank and log-in types β see Queue Basics β Assign Agents to a Queue and Profiles.
- Relations β Groups β see Queue Basics β Queue Relations.
- How much work one agent holds at once β see Queue Basics β Distribution Matrix.