Best Practices Question

Is there a way to rearrange the order of the help desk queues in the "new ticket" selection?

03/06/2020 211 views

We're having an issue with users selecting the first Queue from the "New ticket from Queue" selection tool. Analytics is the first on the list and my lazy users are just selecting that instead of navigating down to IT Helpdesk.

Has anyone else dealt with this and is there a way to work around this?  I really don't want to rename our IT Helpdesk queue AAA IT Helpdesk just because people are lazy.

Thanks for any advice you all can provide.


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In short, no there is no way, the best way I have found with customers is to change the names but prefix with numbers, for example

1. Incident Management

2. Problem Management

3. Change Management 

Answered 03/09/2020 by: Hobbsy
Red Belt

  • Thanks for the confirmation.
    That's what we ended up doing, much to my chagrin. My concern is that if anyone had a report or query that searched for 'exact name' of the helpdesk, that would break, but I reckon it is what it is.
    Thanks again,

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