View work queues

A work queue tracks the length of time since a ticket was raised. Smile creates a work queue for each ticket type and status.

Viewing work queues lets you view the following information about each work queue:
  • the age of the oldest ticket
  • the number of open, held and urgent tickets
  • the total number of tickets

The following screenshot shows you an example of work queues for ticket types Account Signup, Appointments and Customer Support.

Figure: The Work queues page

Screenshot of the Work queues page.
To view work queues, click Work Queues on the Helpdesk menu.
The Work queues page appears and displays the work queues.