Create and manage queues

A queue is a named group of people that routing rules can hand work to. Instead of a rule naming Sam and Alex, it names QA review, and the queue decides which of its members gets the ticket. When Alex moves teams you edit one queue, not every rule that mentioned them. Queues are the destination most teams want for shared work: evaluations waiting on a reviewer, contested evaluations waiting on a decision, complaints that need a manager.

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Before you start

• You need access to manage organization settings.
• Queues live at Settings > Routing > Queues, on the tab beside Rules.
• The people you want in the queue need to be members of your organization already. You add existing members to a queue; you cannot invite from here.

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Create a queue

A queue is only a name at creation time. Members come next.

1. Open Settings > Routing > Queues.
2. Click Create queue.
3. Name it after the work, not the people: Evaluation validation and Complaints escalation stay accurate when the roster changes.
4. Click Create queue.

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Add and remove members

Open a queue from the list to manage who is in it. The Members table is the queue: everyone listed is in the rotation, and nobody else is.

1. Click the queue name in the list.
2. Click Add a member and pick someone from the search list.
3. Repeat for each person. They appear in the table straight away.

To take someone out, open the row menu at the right of their name and choose Remove. It takes effect immediately and does not touch tickets already assigned to them, so check their open work before you remove someone who is leaving.

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How Rulebase picks who gets the ticket

When a rule runs Assign to queue, two things happen: the ticket is stamped with the queue and marked unresolved, then the queue picks exactly one person and assigns the ticket to them. Nobody else in the queue is notified. Each queue has a Distribution setting:

• Even (default) — rotate among eligible members so work spreads evenly.
• Custom — set a percentage per member (must sum to 100). Rulebase still prefers members currently in working hours, then applies those weights among whoever is eligible.

The pick is a rotation. Before applying Even or Custom weights, Rulebase narrows to members whose local time is inside working hours (8am to 5pm where they are) and only falls back to the rest of the queue when nobody is currently in hours. A queue that spans time zones therefore hands overnight work to whoever is awake. Tickets and back-office work items that route to the same queue share one rotation counter. If the ticket already has an assignee and is still unresolved, the assignment is skipped and the ticket stays with the person who has it. Rulebase does not take live work away from someone mid-review.

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Queue, role, or member

The queue is the only one of the three that spreads work deliberately, and the only one you can change without editing a rule. Roles are the widest net: the pool is everyone with that role today, not the people who had it when you wrote the rule.

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Point a rule at the queue

A queue with no rule pointing at it never receives anything. Once the members are in, create or edit a rule so its Then section reads Assign to queue and names this queue. The full walkthrough is in Create a routing rule.

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Rename or delete a queue

The queue name has a pencil and a bin beside it on the detail page. Renaming is safe: rules point at the queue itself, so a rule reading Assign to Contest review follows the new name without being touched. Deleting is not reversible, and it leaves any rule that pointed at the queue with nowhere to send work. Those rules keep matching events, and keep stopping the rules below them, while assigning nobody. Before you delete a queue, check Settings > Routing > Rules for rows whose action names it, and repoint or remove them first.

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Related

• Create a routing rule
• Manage and reorder routing rules
• Perform a manual evaluation
• Invite members