How to change a Cases' Queue

From the My Cases tab

1. Go to Cases > My Cases.

2. Select the case (you might want to search or use filters).
3. Click on the case in the table to open up the detail view.

4. Click on Go to case page.
5. Click the Change Queue button:

6. Select the queue from the dropdown.

Success:

From the Queued Cases tab

The steps are the same as above.

From the Admin tab

1. Go to Cases > Admin.

2. Select the case or cases from the table (you might want to search or use filters):

3. Click Change queue:

4. Select the queue you want to move the case to from the drop-down:

Changes take effect immediately:

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This can only be done on open cases!

Closed cases cannot be moved to a new queue.

You can confirm your action by using the case queues filter on the Admin tab.

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Changing queues removes assignments.

If you change a cases' queue, the agent assigned to the case will be unassigned.