Creating a Ticketing Queue

Access level needed Ticketing Admin

Prerequisite

• If you do not need the queue to be available as an option in the bot, you can create the queue.
• If you do need it to be an option when creating a ticket in the bot, please talk to your Customer Success Manager.

##### Instructions

1. To create a queue, navigate to Ticket Mgmt - > Queue.

2. Click on Create 

3. Fill in all details as instructed below:

• Queue Name: Provide the queue with a name. 

Note: This can't be changed later. The Queue would need to be deleted if rename is requested. 

• Description and Condition Name: Provide Description (ex Route to IT) and Condition Name (ex IT_Helpdesk). 
• Condition Syntax: Remove and input n/a or none. The Rezolve team will update this field for any routing rules. Default queues keep the syntax blank. 
• Rank: 1 (Default) or 100 (secondary) 

Note: Default queues (the queues that are routed directly by the bot), should be created ONLYby the Rezolve team as additional configuration will be required. 

• Supervisor: Select queue supervisor from drop down list. 
• Queue Type: Select Public 
• Calendar, SLA Goalsand Response SLA Goals: not required for queue set up but required for SLA settings. 
• Status: Select Published 
• From Email: Leave blank 
• Agent Config: Select Configured 
• Team: Select the appropriate Team 
• Client App: Select Ticket 
• Item Type: Select Default 

4. Click on Create