Service Desk Queues
Queues organize tickets into manageable groups so your team knows what to work on. PSA supports team queues, personal queues, and a visual dispatch board for real-time ticket assignment.
Default Queues
PSA ships with these default queues:
| Queue | Purpose |
|---|---|
| Triage | New tickets that haven't been assigned yet |
| Tier 1 | Frontline support — password resets, basic troubleshooting |
| Tier 2 | Escalated issues requiring deeper technical skills |
| Tier 3 | Complex issues requiring senior engineers or vendor involvement |
| Scheduled | Planned work and maintenance tasks |
You can rename, reorder, or delete default queues and add your own.
Creating Custom Queues
Go to Service Desk → Admin → Queue Management to create a queue:
- Click + New Queue
- Set the queue name and description
- Choose the queue type:
- Team queue — visible to all team members (or a specific team)
- Personal queue — visible only to the assigned technician
- Optionally set a default assignee or auto-assignment rule
- Configure which ticket types are allowed in this queue
Queue Filters and Saved Views
Each queue supports filters to narrow the ticket list:
- Status — show only open, in-progress, or waiting tickets
- Priority — filter by P1–P4
- Assignee — show only tickets assigned to a specific person
- Client — filter by client company
- Tags — filter by ticket tags
- Date range — tickets created or updated within a period
Save frequently used filter combinations as Saved Views for one-click access.
Assigning Tickets to Queues
Tickets land in a queue through several paths:
- Manual assignment — select a queue when creating or editing a ticket
- Email routing — inbound emails route to a queue based on the email address or domain
- Automation rules — rules can move tickets to queues based on conditions (category, client, priority)
- AI routing — AI-suggested queue assignment based on ticket content and historical patterns
Queue-Based SLA Rules
You can assign SLA policies at the queue level:
- Tickets in the Tier 1 queue might have standard SLA targets
- Tickets in the Escalation queue might have tighter response time requirements
- VIP queues can have premium SLA policies
Queue-level SLA applies unless the client has a specific SLA override. See SLA Tracking for details.
Team Queues vs. Personal Queues
| Feature | Team Queue | Personal Queue |
|---|---|---|
| Visibility | All team members (or a specific team) | Only the assigned technician |
| Assignment | Round-robin or manual | Tickets assigned directly to the person |
| Use case | Shared workload, triage, escalation tiers | Individual technician's personal workload |
| SLA tracking | Queue-level SLA | Individual SLA |
Dispatch Board
The dispatch board provides a visual Kanban-style view of your queues:
- Columns represent queues or statuses
- Cards represent tickets with key details (subject, client, priority, SLA countdown)
- Drag and drop tickets between columns to reassign queues or change status
- Color coding indicates SLA health — green (on track), yellow (warning), red (breached)
Access the dispatch board from Service Desk → Dispatch Board.
The dispatch board updates in real time via SignalR. Changes made by other team members appear instantly without refreshing.
Agent Workspace
The Agent Workspace is a technician's personal command center:
- Shows tickets assigned to you across all queues
- Displays your active timers
- Highlights tickets approaching SLA breach
- Provides quick actions (reply, reassign, change status) without opening the full ticket detail
Access it from Service Desk → Agent Workspace.
Next Steps
- Ticket Management — Ticket creation, fields, and workflows
- SLA Tracking — Configure SLA policies for queues and clients
- Automation Rules — Auto-route tickets to the right queue