How to create a Case Queue

  1. Head over to Workflows > Queues.
  2. Open the Case Queues tab:

Here you will see a list of all the case queues that currently exist.


I can't see the Queues tab!

If you cannot see the queues tab, you do not have the necessary permissions.

  1. Press the + Create A New Queue button. A prompt will appear:
  1. Fill in the required information:

Queue Name

The only non-optional item is the name.


This is optional. Please use a description that your agents will understand.


Here you can choose which team or teams can work on cases in this new queue.

Investigation Checklist

Here you can choose a default checklist with actions an agent must perform to work on the case consumed from this queue.

Case count threshold

Here you can choose how many cases determine the threshold color scheme for the number of cases waiting in the queue.

  1. Click Create Queue.

Your new case queue has been created.