Creating a queue for the support team

If Tracker is not enabled for your organization yet, connect the service.

Add users to Tracker.

Create a queue using the Basic support or Multi-tiered support template.

These templates already include preset issue types and statuses that can be helpful for managing user requests. The Multi-tiered support template includes the Support line 1 and Support line 2 issue statuses.

Add your support staff to the queue team.

You can also configure access rights to issues within the queue if needed. For example, you can restrict certain groups of users from creating or viewing issues in your queue.