Create a queue for the support team

If your organization doesn't have Tracker yet, activate it.

Add users to Tracker.

Create a queue using the Basic support or Multi-tiered support template.

These templates already include preset issue types and statuses that can be useful for managing user requests. The Multi-tiered support template includes issue statuses like Support line 1 and Support line 2.

Add your support staff to the queue team.

You can also configure access rights to issues within the queue if needed. For example, you can allow certain users to create or view issues in the queue or prevent them from doing so.