Queues

Queues group tickets by team, department, or topic. Each queue can have a default assignee and an inbound email address for automatic ticket creation.

Managing queues

Navigate to Helpdesk > Settings > Queues to view, create, edit, and delete queues.

Each queue has:

• Name: displayed in the ticket list and filters

• Description: optional context for the team

• Inbound email address: emails sent to this address create tickets in this queue

• Default assignee: new tickets in this queue are automatically assigned to this user

• Default flag: one queue can be marked as the default; unrouted tickets land here

Default queue

When a ticket is created without specifying a queue (e.g. from a generic support email address), it is assigned to the default queue. If the default queue has a default assignee, the ticket is also auto-assigned.

Email routing

Each queue can have its own inbound email address. When an email arrives at that address, the helpdesk creates a ticket directly in the matching queue. This lets you route billing queries to a billing queue and technical issues to a technical queue without manual triage.