I want to add a team to a queue?

[Chris L]

We have created some queues for our support staff, using Labels and Components to identify tickets in the queue, but we are struggling to make a link with our teams we have created in People to the necessary queue. Can you help please?

[Nic Brough -Adaptavist- · Accepted solution]

Queues are connected to service desks, not teams.  Teams should be aware of which queue(s) they need to be working from, but that should be simple, as it's the ones in the service desk they're working on or the ones their team owns.

What were you intending to get from linking teams to queues?

[Chris L]

Easy for the 3 service desk analysts to assign (not so clear) tickets to a team rather than a specific individual. They can place it in the queue and cross reference who is in that queue from the people tab, I just expected the two to be joined up, but we can work around it ok. We have different people assigning tickets all the time so it would of helped.

[Nic Brough -Adaptavist-]

You can't assign teams to issues, so it wouldn't do much for you.

The point of a queue is that it is already being looked at by a team.  In most places, Agents would self-assign when they pick up the next issue in the queue, but many have a leader who will sometimes assign for the team.

[Chris L]

Nic, Many Thanks we have got around by naming the queues the team name, using labels and components to create rules and using the people & teams as a lookup reference for who is who. Yes we picked up on the team leader and that should work well. We have multiple teams using it at the moment and we don't get our service analyst team for a few months yet. We are all good though and loving the tools simplicity for the support users.