Best Practices Question
Queues and sub-queues
I am trying to get some ideas as to what would be the best way to lay out our ticket system.
Basically I am creating 4 Queues but would like to have sub-queues underneath those if that is something that is possible. See below to get a rough idea of what I mean.
The idea behind this is that employees in a queue (let's say PC Techs) can sort tickets by just their own tickets or the department's tickets without having to see all of IT.
Our idea is to have a main IT queue with a helpdesk team that sees all open tickets and they can assign those to the different queues. Once in a subqueue the ticket owner can see that ticket but also the rest of the techs in that queue can see the ticket if they choose to.
Any advise as to what the best way is to accomplish this?