Create a queue for the support team
If your organization doesn't have Tracker yet, activate it.
Create a queue using the
These templates already include preset issue types and statuses that can be useful for managing user requests. The
Multi-tiered supporttemplate includes issue statuses like
Support line 1and
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.