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Queue List

Organizing requests and support tickets into logical categories ensures that help desk agents have access to the ticket list with comprehensive insight into their assignments.

Sympoq's queue feature lets you create customizable ticket lists, assign clear ownership, enhance the ticket queue management, and streamline help desk workflow. This approach allows you to mirror real-world roles and responsibilities, making it intuitive for agents to know exactly where to look for tickets and who should handle them.

What is a Ticket Queue?

A ticket queue is a labeled container or a folder that holds tickets sharing a common characteristic, such as customer group, priority level, or topic. By segregating tickets into queues, you can:

  • Grant or restrict access so only the right agents see relevant tickets
  • Ensure each ticket is handled by the correct team or agent
  • Apply specialized automation, workflows, and reporting filters.

For example, you might have one queue for "Billing" inquiries, another for "Technical Support", or a dedicated queue per enterprise customer account.

Accessing the Queues Settings

To view, modify, or add queues, navigate to Settings > Queues in the main menu.

The left pane will display the existing list. From here, you can click a queue name to edit its details, or click + Add to create a new one.

ticket queue list

Creating a New

When you add a new queue, you'll configure its core attributes:

  • Name: A unique identifier for agents and reporting.
  • Icon: A visual symbol to make the queue's purpose clear at a glance.
  • Icon color: A color for the selected icon.
  • Sequence: A numerical order that determines where the queue appears on the ticket list page.

After entering these details, click Save. The new queue will appear in the list, ready to grant permissions and start routing tickets to it.

Editing an Existing

To update a queue you've already created:

  1. Click the queue's name in the left pane.
  2. Modify the Name, Icon, Icon color, or Sequence fields as needed.
  3. Click Save to apply changes.

Any updates you make here immediately affect how tickets are displayed and organized across agent interfaces.

Granting Permissions

Permissions control which agents can view, claim, and perform actions on tickets within a queue. Every queue must have at least one Manager, and you can optionally add one or more Agents to the permissions list.

To grant permission:

  1. Click Add under the Permissions section.
  2. From the Role dropdown, choose either Queue manager or Agent.
  3. Select the agent's name from the Agent list.
  4. Click Save to store the assignment.

Repeat the steps above to grant more permissions.

To remove an agent's permission:

  1. Click the icon next to the agent's row.
  2. From the drop-down menu choose Delete Row.
  3. Click Save.

Note that agents must log out and log back in before their new permissions become active. You can also grant permissions via Users > Agents menu by choosing Edit agent > Ticket permissions option as an alternative approach.

Examples

Organizing queues effectively depends on your team structure and customer volume. Common approaches include:

  • Customer groups or companies
10 ACME Inc.
20 Works Ltd.
30 HighTechs 
40 ProConsulting
50 DynamicPlane Inc.
  • Named agents - for personal ticket ownership
10 John Mendow
20 Larissa Tsai
30 Anthony Porter
40 Hameed Al-Misirli
50 Joel Valaize
  • Request type in HRM system
10 Leave Requests 
20 Training and Development 
30 Performance Management 
40 Employment Changes 
50 Benefits and Compensation 
60 Policy and Procedure Requests 
70 Expense Reimbursement 
80 Equipment/Resource Requests 
90 Employee Relations 
100 Safety and Security

Tip

  • Use clear, descriptive queue names to avoid confusion.
  • Keep your icon choices consistent across similar queues (e.g., use a code sign icon for all software-related queues).
  • Regularly audit permissions to ensure only active agents have access.
  • Combine queues with automation rule for repetitive tasks, such as auto-assigning new requests to a queue based on keywords or customer tier.
  • Archive or delete inactive queues to keep your settings page uncluttered and easy to navigate.

By following these guidelines, your help desk operation will stay organized, permanent, and scalable as your customer base grows.