Queue Management
In order to create queues, you need admin or social manager permissions. A queue has a set of active users and requires a criteria that tells you what items go in the queue. Queues are prioritized, so the highest queue that matches an item will receive the action.
All items that do not match a queue will end up in the Default Queue.
Active Users
These users are the ones that are currently assigned to a queue and can receive items from it. They'll also need permissions to write into the queue to respond to messages. In order to learn more about the role permissions, go to:
Role ManagementQueue Criteria
This criteria is defined by a Saved Search, which will automatically place items into queues as they come in. These are usually advanced searches, which can be, based on various things
Tags: Any tag that was pre-defined in the system.
Source: Where the conversation occurred
Score: Likes, Reactions and other reasons a message was trending
Keywords: Any keyword found in the thread or message
Users: Created by a specific user
...and more
or any combination of criteria. For how you setup these searches, read more below:
SearchCreating a Queue
To create new Queue, goto Settings -> Workflows -> Queues
Click "Create New Queue"
Enter a Queue name and select a Saved Search which will provide criteria for which tickets enter the queue. Clicking "+" will allow you to create a new saved search.
Adding Users to a Queue
From the Queue Configuration (Settings - > Workflow -> Queues) select the Queue you'd like to edit
Search for the Sift user and click checkbox next to their name(s). Then click Add. The page will autosave the added users.
Removing tickets from a Queue
From the Queue Configuration (Settings - > Workflow -> Queues) select the Queue you'd like to unassign tickets from. This could be helpful to allow tickets in a higher priority queue to be processed by other queues or the Default Queue.
Click the "..." menu in the upper right corner.
Click "Dismiss Unassigned Tickets"
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