Set up ticket queues

Create the queues support tickets wait in, link each to a support inbox, choose who can see it, and decide whether Nova assigns new tickets on its own and what happens when nobody fits.

In the sidebar, open Settings, then choose Ticketing under Communications, then choose Queues in the ticketing menu. The page address is /settings/communications/ticketing/queues. The Queue policy editor is on the left and every queue is listed on the right.

Before you start

• A queue is where a group of tickets waits for your team. A support inbox needs a default queue before it can go live; see Turn on ticket creation for a support inbox.
• Your role needs permission to manage queues. Without it Create queue, Update queue, Deactivate and Activate stay greyed out.
• This page does not add people to a queue. Each queue shows how many members it has.

Steps

1. Press New queue.
2. Type a Queue key, a short name with no spaces such as service, and a Queue label, the name your team sees.
3. Under Default inbox, pick the support mailbox whose new email should land here, or leave No default inbox.
4. Choose the Visibility scope: Members only or Organization visible.
5. Choose the Assignment mode: Manual triage (the team picks tickets up), Default assignee (one owner, picked under Default assignee), Round robin, Skill based, Capacity balanced or Skill + capacity.
6. Tick Auto-assignment active so Nova assigns new tickets with that mode. Left unticked, the team assigns by hand.
7. Choose the Overflow behavior for when nobody fits: Manual review, Best effort, or Fallback queue with the backup queue picked under Fallback queue.
8. Under Queue skill fit, tick Required or Preferred next to any skill. Required skills limit who can get the tickets; preferred skills only put some people first.
9. Press Create queue. Nova confirms with the new queue's name.

To change a queue, press Edit policy on it, change the fields and press Update queue. The button reads Saved for a moment.

What you see

• Each queue shows its label with Default on the organization's main queue and Active or Inactive, then its key, who can see it, how many members it has, its assignment mode, its default inbox and how many tickets are open in it.
• Deactivate takes a queue out of use straight away, without asking. Activate brings it back. An inactive queue cannot be picked as a request type's queue.
• A queue in Default assignee mode also names its owner.

If something looks different

• Queue skill fit is missing: your role cannot see assignment settings. It reads Define at least one assignment skill before using skill-aware assignment. until someone creates skills; see Set up skills and workload limits for ticket assignment.
• The save is refused over the fallback queue: pick one under Fallback queue, and make sure it is active and is not the same queue.
• Tickets are not assigned on their own although a mode is chosen: tick Auto-assignment active, and check on the Assignment page that the queue's people are Available and under their limits.
• A new queue's inbox still says it has no default queue: open the inbox's Setup page again after saving the queue.
• You land on Email Accounts or a no-access page instead: ticketing is not part of your plan, or your role cannot see ticketing settings.

Open Queues