QUEUES

The queues in MINT Service Desk are “containers” of tickets, you can define your queues based on resolution teams, departments, logical units, process and workflow interaction teams. Once you define your queue structure you have to configure them in the “Queues” section.

You will find a yellow button to add a new queue, after you click, a new row will be displayed, and you can type the name of your new queue. You can drag and move queues to different levels and order. Also, you can create child queues and edit the name. The buttons “Expand all” and “Collapse all” will help you to open all queues and child queues or to collapse all. Finally, there is a button where you can configure the auto response for each queue, it eases the configuration and setup of MINT Service Desk.