How to change a Cases' Queue
From the My Cases tab
- Go to Cases > My Cases.
![Screen Shot 2022-12-21 at 1.01.40 PM.png 2079](https://files.readme.io/4283277-Screen_Shot_2022-12-21_at_1.01.40_PM.png)
- Select the case (you might want to search or use filters).
- Click on the case in the table to open up the detail view.
![Screen Shot 2022-12-21 at 1.02.06 PM.png 2079](https://files.readme.io/2cf5404-Screen_Shot_2022-12-21_at_1.02.06_PM.png)
- Click on Go to case page.
- Click the Change Queue button:
![Screen Shot 2022-12-21 at 1.02.29 PM.png 2079](https://files.readme.io/9295d3e-Screen_Shot_2022-12-21_at_1.02.29_PM.png)
- Select the queue from the dropdown.
![Screen Shot 2022-12-21 at 1.03.49 PM.png 2079](https://files.readme.io/158c238-Screen_Shot_2022-12-21_at_1.03.49_PM.png)
Success:
![Screen Shot 2022-12-21 at 1.05.15 PM.png 2079](https://files.readme.io/6820823-Screen_Shot_2022-12-21_at_1.05.15_PM.png)
From the Queued Cases tab
The steps are the same as above.
From the Admin tab
- Go to Cases > Admin.
![Screen Shot 2022-12-21 at 1.08.03 PM.png 2079](https://files.readme.io/30fc9c2-Screen_Shot_2022-12-21_at_1.08.03_PM.png)
- Select the case or cases from the table (you might want to search or use filters):
![Screen Shot 2022-12-21 at 1.08.10 PM.png 2079](https://files.readme.io/2806a4a-Screen_Shot_2022-12-21_at_1.08.10_PM.png)
- Click Change queue:
![Screen Shot 2022-12-21 at 1.08.16 PM.png 2079](https://files.readme.io/adf76af-Screen_Shot_2022-12-21_at_1.08.16_PM.png)
- Select the queue you want to move the case to from the drop-down:
![Screen Shot 2022-12-21 at 1.10.09 PM.png 2079](https://files.readme.io/b7d304d-Screen_Shot_2022-12-21_at_1.10.09_PM.png)
Changes take effect immediately:
![Screen Shot 2022-12-21 at 1.10.15 PM.png 2079](https://files.readme.io/284a1f3-Screen_Shot_2022-12-21_at_1.10.15_PM.png)
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.
Changing queues removes assignments.
If you change a cases' queue, the agent assigned to the case will be unassigned.
Updated 8 months ago