Creating a queue for the support team
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If your organization doesn't have Tracker yet, activate it.
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Create a queue using the
Basic support
orMulti-tiered support
template.These templates already include preset issue types and statuses that can be helpful for managing user requests. The
Multi-tiered support
template includes issue statuses likeSupport line 1
andSupport line 2
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Add your support staff to the queue team.
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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.