Queues are a powerful and flexible way to manage your support load with Tender. In some ways, Queues work a bit like tagging — any individual discussion can be in multiple queues, so you can use them for everything from tracking common issues to grouping discussions by feature, or team, or even assigning discussions to individuals — or all of them at once.
Create a Queue
To create a Queue, go to your Dashboard and click the “Manage Queues” link on the bottom of the left-hand navigation bar. Simply click the “Create Queue” button to add a Queue with the name you can specify.
Assign a Discussion to a Queue
In the header of every discussion’s page, you can assign it to a Queue simply by clicking the “ADD TO QUEUE” button in the header — if it’s already in any Queues, it will tell you how many Queues the discussion is in.
Automatically Assign Discussions to Queues using Filters
You can use a filter to automatically assign a Discussion to a specific Queue. Simply go to your dashboard and click “Account & Settings” from the header, then click “Settings.” On the Settings page, select “Discussion Filters” from the left side nav bar. The total number of filters you can add depends on your particular plan’s settings. An example of a filter could be if there is a text match for API, it automatically adds the discussion to the API and Developers Queues.
You can use queues to assign discussions to team groups or individuals, simply by having them subscribe on their User Account page under Email Subscriptions. This allows team members to be focused only on discussions that are relevant to their expertise without having to search through all Open or Pending discussions for items they should be responding to.
Are you using Queues in particularly inventive ways? Drop us a line at firstname.lastname@example.org and we’ll be happy to hear how you set up Queues to work for you!