What are queues? How to set up ticket categories

Queues are categories used to organize tickets by type, topic, team, or workflow. Think of them as high-level categories that help you sort and manage incoming requests for reporting needs.

Some examples of queues:

Based on the team or department handling the request (Billing, Technical Support, and Onboarding)
By location (Grammar School, Middle School, High School)
By issue type (Software, Hardware, etc)

When deciding how to create your queues, keep in mind:

Queues are useful for reporting and analytics
Admins and managers can restrict agent access so agents can only see tickets assigned to specific queues
Each queue gets a unique email address — emails sent to that address can be automatically created as a ticket in that queue

Creating a new queue

Go to admin settings > Tickets > Queues
In the upper right corner, click the red +new button
A popup will appear. Enter the queue name (required)
Configure the optional settings for the queue
- Business hours: Relevant only when SLA policy is enabled and business hours are set
- Email address: Emails sent to this address will create tickets in this queue
- Forward email address: Emails sent to this address will be forwarded to the queue email address
- Ticket form: The ticket form to be used when creating a ticket via email
Click save