Customizing the Ticket Queue

If your company handles support requests from customers across multiple categories, you might want to prioritize the tickets that need immediate attention over others. Instead of making you jump from the ticket queues of one category to another, HappyFox allows you to stay on top all the tickets from the main ticket page.

And instead of listing them in a chronological order (or some other system set order), HappyFox gives you the power to decide the sequence in which the ticket queue should be displayed. For example, unresponded tickets from a business critical category logically needs more attention than a pending feature request.

The personalized sequence can be created by visiting the My Settings page. It isn’t hard to create a personalized ticket queue either. There are just three drop down boxes to deal with!

Selecting a Category
Selecting a Category

Click on the Add a condition icon and select the category which you want to be at the top of your queue.

Picking the Ticket Status
Picking the Ticket Status

The ticket status and ticket ownership details can also be brought into the mix to filter tickets further.

Choosing Ticket Ownership
Choosing Ticket Ownership

You can create as many conditions you want to customize the queue and you can even choose to prioritize tickets from the same category, but with a different status too one after another. So, it definitely is possible to queue up tickets from the tech support queue with various ticket and assigned statutes, before showing you tickets from another category!

Are you already using a personalized queue? If so, how many conditions have you set?