Using queues & departments (and who can see what)

Queues are how you route and partition work; departments group related queues. Together they also drive visibility — the rule that decides which tickets an agent can even see.

Set up departments and queues

Go to Admin → Queues & Departments.

1. Create a Department (for example Support, Billing, Onboarding) to group queues.
2. Create a Queue and set:
   • Name and optional Description
   • Department (or leave as No department)
   • Color — the dot shown in the sidebar (defaults to teal)
   • Members — the agents who staff this queue
   • Active — inactive queues disappear from the sidebar
3. Save. The queue now appears in the sidebar for its members, with a live open count.

Who can see what

Visibility is enforced on every query, not by remembering a filter:

• Owners and admins see every ticket, in every queue.
• Agents and viewers see tickets in the queues they are a member of, plus any ticket with no queue assigned — so unrouted work is never hidden from the team.

Add an agent to a queue's Members to grant them access; remove them to revoke it.

Tips

• Keep unrouted tickets low: use an automation to drop new tickets into the right queue on creation.
• Colour-code queues so the sidebar reads at a glance — one hue per department works well.
• Viewers can be members of a queue for read access without ever being able to reply.