Skip to main content

Queues

Queues organize cases into logical workflow stages or process categories. Think of queues as different workflows or tracks that cases flow through based on their type, priority, or handling requirements.

What are Queues?​

Queues group cases and define the workflow stages they move through. Examples:

Customer Support Project

  • Customer Inquiry Queue
  • Bug Report Queue
  • Feature Request Queue

Legal Project

  • Contract Review Queue
  • Litigation Queue
  • Compliance Queue

Queue Structure​

note

A case can only be in one queue at a time. When you move a case to a different queue, it's automatically removed from its previous queue.

Each queue defines:

  • Queue Name — Clear, descriptive title
  • Description — What cases belong here
  • Workflow Stages — The statuses cases move through
  • Default Assignee — Who receives new cases (optional)
  • SLA — Service level agreements for cases in this queue

Managing Cases in Queues​

Viewing Queue Cases​

  1. Open your project
  2. Select Queues from the left sidebar
  3. Click a queue to view its cases
  4. See cases in this workflow stage

Moving Cases Between Queues​

  • Drag case to new queue on Kanban board
  • Update queue field in case details
  • Use bulk actions for multiple cases

Queue-Specific Views​

Table View

  • See all case details
  • Sort and filter by any field
  • Quick status overview

Kanban View

  • Visual workflow representation
  • Drag to change status within queue
  • See bottlenecks clearly

Queue Configuration​

Creating New Queues​

  1. Go to Project Settings
  2. Click Queues section
  3. Click New Queue
  4. Enter queue details:
    • Name
    • Description
    • Applicable case types
    • Workflow stages

Workflow Stages​

Define the progression:

  1. New
  2. In Progress
  3. Review
  4. Testing
  5. Done

Customize these stages for your process.

Queue Rules​

Auto-Assignment

  • Assign to specific person
  • Distribute equally among team
  • Assign based on capacity

Status Transitions

  • Allow direct transitions
  • Require intermediate steps
  • Enforce mandatory reviews

Notifications

  • Alert assignee on new case
  • Notify managers on overdue
  • Status change alerts

Best Practices​

  • Create queues that match your workflow
  • Use clear, descriptive names
  • Keep queue count reasonable (3-8 per project)
  • Align queues with team responsibilities
  • Review queue performance regularly
  • Update workflow stages if process changes
  • Use queue rules to automate work distribution

Common Queue Types​

By Process Stage​

New → Intake → Processing → Review → Completed

By Case Type​

Support Tickets
Feature Requests
Bug Reports

By Priority​

Urgent
High
Medium
Low

Queue Metrics​

View queue health:

  • Total Cases — Cases in queue
  • Average Age — How long cases stay
  • SLA Status — On track or at risk
  • Throughput — Cases completed per week
  • Cycle Time — Average time to completion

See Also​