How to change a Cases' Queue
From the My Cases tab
- Go to Cases > My Cases.

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

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

- Select the queue from the dropdown.

Success:

From the Queued Cases tab
The steps are the same as above.
From the Admin tab
- Go to Cases > Admin.

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

- Click Change queue:

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

Changes take effect immediately:

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 7 months ago