Support Staff2 Posted by Tim on 20 Jun, 2012 11:10 PM
Not everyone uses Queues and Categories the same -- that's
actually one of the great things about them, is how flexible they
As an example of how we use them, we have categories for
Suggestions, Questions, Problems, Billing, and a couple
internal-only ones. We set Billing to be private so that user info
isn't displayed in a public discussion before we can go in and set
it correctly. A discussion can be in only one category at a
As for Queues, a discussion can be in multiple queues at once.
Queues can be used as a tagging system, a categorization system, an
assignment system, a prioritization system or all of these at once.
We actually DO use them in all these ways. For a problem related to
Email perhaps being parsed wrong, it might end up in 2 or 3 queues:
The Email queue (used like a tag so we can track how many problems
related to Email there are), the Developer queue (to show this is
assigned to the Dev team), and Urgent (for immediate response by
someone in support ASAP).
Some of our customers will group these, like Assigned: Dev or
Assigned: Marketing, since the queue list is in alphabetical order.
Queues is a powerful tool in Tender, mainly because of it's really