Documentation

Adding agents to ticket queues

Author: Łukasz Strumiński

Created: 2023-05-04. Updated: 2023-05-04.

After creating a ticket queue, you should assign agents to it to handle messages. An agent can be assigned to several queues at the same time.

You can assign agents individually through the user details or in groups from the queue.

Assigning a single user

From the Administration tab, select Users → Users.

A list of users will appear on the screen - select a user by clicking on it. In the Assignments section at the bottom of the page, click the button .

A window will appear on the screen where you can assign a user to the selected ticket queues. By checking the checkboxes, assign the agent by giving him/her a priority on a scale from 0-5, where 0 - the highest priority, 5 - the lowest.

Group assignment of users to a queue

If you want the queue to be handled by more agents it will be faster to assign them in groups when creating or editing the queue.

From the Administration tab, select Tickets → Queues.

Enter the queue to which you want to add agents and in the Assigned agents section, click the button .

Select agents by prioritizing them.

Once selected, click .