Help centre / Desk / Settings
Set up your queues
Queue rules decide which documents need a person and who gets them. They start with sensible settings, so you only need to change what doesn’t suit you.
-
Open Queue rules
Go to Settings, then Queue rules.
-
Decide what happens after a check
Under What happens after a check, choose for each result whether it should Close on its own or Send to a person. Out of the box, anything that needs a look, failed or couldn’t be read goes to a person.
-
Choose who gets new documents
Under Assign new items, share them out in turn among people marked available, send them all To one person, or Leave unassigned so people pick them up themselves.
-
Set the timing
Choose how many hours a document can wait before Desk nudges, and after how many days a document waiting on the customer closes.
-
Save
Press Save. Your changes apply to documents that come in from now on.
Queues inside a work stream
Each work stream can also have its own named queues, such as one for a single stage or for matters with a date coming up. You’ll find them under Queues in this work stream when you open the work stream in Settings. See Create a work stream.
Anyone can mark themselves Away under Settings, then Team and seats, so round-robin passes them by while they’re out.
If something goes wrong
Documents closed on their own when we wanted to see them. Switch that result to Send to a person and press Save. Documents that already closed stay closed, so open them from Closed in your queue if you need to look again.
Still stuck? Write to [email protected] and we'll get back to you.