This article describes some routing options for the best ways to manage your ticket queues. Queue management is an essential component for any efficient Zendesk support team. In general, the approach you use to manage the queue often depend on the number of agents you have and your company's products.

Managing smaller-to-medium ticket queues

For a Zendesk support team with small-to-medium number of products or agents, one method of managing the queue is to separate the types of tickets you receive.

For a company with just a few types of products, it's a good idea to separate the tickets based upon which product is associated with the customer request. Separating the tickets can be done a couple of different ways:

Option 1: Web Portal

Add a custom drop-down field to your ticket submission form, so customers can easily select which product they are asking about. SeeAdding custom fields to your tickets and support request form.

This is the drop-down setup:

This is the default form without the drop-down:

This is the form with an example drop-down field added to the default form:

When you set up each field option you can also specify a unique tag to assign to each product type (for example,bear). We'll explain later how these tags are used.

Option 2: Support email address

Instead of using a custom ticket field, another way to separate tickets is by using different, product-specific, email addresses. For example:

Then, set up triggers that tag incoming tickets based on which email they have been received at. For example:

For more detail on triggers, seeCreating triggers for automatic ticket updates and notifications.

Once tickets are coming in and getting tagged based on your pre-defined drop-down options, you can set up custom views based on these tags. For example, you can create anAll bear ticketsview that displays all tickets created with the tag forbear.

当你触发bas分配标签ed on a product-related email address, you may notice that as soon as a tag is added in tickets, the custom field is also set to the appropriate field option. In other words, emails sent to bear@YOURCOMPANY.com will have abeartag added and the custom field is automatically set tobear. SeeUsing views to manage ticket workflow.

Now, create views so that you only see tickets belonging to each product. You can build views with a condition based on the custom field that you created earlier.

Select your custom field from theViews conditiondrop-down menu. See example below.

Here's an example of what the active views will look like with these new views based on a selection from the custom field:

Now that your tickets are entering your support site organized by view. You can create and assign separate groups of agents, one for each view.

Managing larger ticket queues