Hello Leah, Likewise i cannot comment on what might be best, but i can share what I am using Queues for.
We have mainly use Queues to control response times, and all agents have access to all queues. Queues: *Support* (main queue with escalation times set and uses the survey module to send surveys when tickets are closed) *Inquiry* (basically a non-support queue that has no escalation times and does not send surveys when tickets are closed) *Spam* (queue that users can send spam emails into *Delete* (queue that admin can use to delete tickets that were in the spam queue) We had thought about breaking the support queue into sub queues but the need never really arose for us. But i think a general guideline would be to use a new queue when one of the queue-related configurations needs to be different. This would include queue permissions, response templates, escalation times, etc. I hope that helps you as you work on your design. Regards, David On Mon, Feb 3, 2014 at 10:09 AM, Leah Kelly <lke...@tenstreet.com> wrote: > It does help, thank you for that. Would anybody else have any input on the > primary differences between these three > set-ups, and why one would use them? > > Thank you for any guidance! The manual doesn’t go into it at all. I am > wondering if individuals possibly shouldn’t have > queues, maybe queues are meant more for a process or a department. Any > insight would be appreciated! > > Thanks, > Leah > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >
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