• Knowing the number of tickets in each of your queues at any given time is probably the most basic yet powerful metric for managing your customer support process. You can identify and anticipate peak times and assign agents to help close tickets that are about to fall overdue.
• Queue provides a one-stop place for your agents to respond to support tickets. While a ticket opens up in detail view, the respective queue will be displayed on the left panel making it convenient to move on to the next. You can even use the Up and Down arrow keys to navigate between your queues from within a ticket's detail view. 
• Real-time updates is the key differentiator for working with queues. Every ticket-related action will be dynamically updated, that you'll never need to get out of queues.
• The ability to visualize queues based on the different Views available in Zoho Desk, allows you to monitor your support process based on your preference. For example, queues once configured for due times can be viewed for Open Tickets, Unassigned Tickets, My Open Tickets and the likes.
• As an administrator, you can view the queues with respect to each of your agents.

Accessing Ticket Queues

Ticket queues can be accessed by clicking  from the Zoho Desk home page. You will find a sample ticket added under each of your default queues to start with. They are pre-programmed with the due periods respective to their queues. You can select a ticket to send a response or close them right away.

Configuring Queues

You can configure up to 6 Ticket Queues to respond to tickets from your home page. Also, queues can be set to view tickets that are already overdue to those that falls due in the next two days. To configure a custom ticket queue:

1. Click the  icon located at the top of your Zoho Desk home page.
2. Click Add Queue . 
3. In the following screen, specify a due period for the queue.
4. Click Save .

A queue for the specified due period will be added under Ticket Queues.

Note:

• You cannot delete the queue for Overdue Tickets. However you can modify the other two queues (provided by default) according to your preferences.
• Ticket queues are set to contain only the Open (and mapped to Open) tickets. However, you can add a separate queue to view the Closed tickets in your helpdesk. 
• The queues configured in Zoho Desk are specific to the user and the department they are created in. 
• Tickets that doesn't contain a due-date, will be added to the queue that has the highest time left period. Typically, the one to your extreme right that has got the 'AND MORE' added to its name.

Deleting Queues

You can remove the queues that you do not require anymore. Follow the steps given below to delete the unwanted queues:

1. Click the icon located at the top of your Zoho Desk home page.
2. Hover your mouse over the queue you intend to delete. 
3. Click the icon and then click OK .

The queue will be deleted from your View.

Note:

• You cannot delete the queue for Overdue Tickets.

Mass Actions in Queues

This feature allows you to update ticket details in bulk. You can perform ticket-related actions like assign, merge, update and close.

To update mass tickets from queue view:

1. Click the   icon to select Queue view. 
2. In a queue, select the check box(es) corresponding to the tickets you want to update.
3. Click the related mass action from the queue header.
4. Confirm you action.

Note:

• You need to have the Mass Update profile permission for the Tickets modules to use this feature.
• You can merge a maximum of three tickets from the queue view.