Case Queues

How Case Queues Work

A typical case workflow:

1. When a alert needs to be investigated, it is turned into a case.
2. Each case is then sent to a designated case queue.
3. An agent investigates a case if he or she belongs to a team that can consume from that case queue.
4. An agent resolves the case with a workflow button such as Close Case or File Report.

Case queues are simply a group of related cases. Cases in a queue can be investigated by agents that belong to teams assigned to that queue.

Queues essentially triage cases and help streamline the review process by agents.

Queues can also impose automatic deadlines and help resolve items in a timely manner.

Administrators can create case queues and determine which team work on (consume from) which queues.

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Many teams can belong to the same case queue.

This means agents from different teams could be working on the same case!

Default Queue

There is a default queue for all cases that aren’t configured to route to any other case queue.

• The default queue cannot be deleted.
• All agents can view the default queue.

Case Queues in your Dashboard

To explore case and queues, head to the Cases page on your dashboard:

This pane is organized into three tabs:

My Cases

The My Cases tab shows all cases assigned to you.

From here, you can select the next case you want to investigate.

Queued Cases

The Queued Cases tab shows all cases assigned to your team(s) which can consume from 1 or more queues.

In this tab, you can view preview of cases and re-assign them. You can also use the filter to find specific cases.

A case can only be associated with one (1) queue.

Admin

This tab is where you can run bulk actions on cases including queuing them. For example, you can reassign a group of cases, change their queue, or mass resolve them.

You can also use the filter to find specific cases.

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I can't see the Admin tab!

The Admin tab can only be seen by administrators and agents with special permissions.

External Cases

External cases sent via the API (by your developers) will go to a default queue.