Queues versus categories
Hi,
In an effort to help my product team make improvements, I'm interested in labeling support questions by topic. I see that there are two options for this: queues and categories. What is the advantage to using one versus the other, and how are these two features different? I saw the discussion started by a fellow user named Ronin, but at that point queues hadn't been implemented.
Thanks,
Megan
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Support Staff 1 Posted by brandi on 15 Jul, 2013 06:00 PM
Hi Megan,
Not everyone uses Queues and Categories the same -- that's actually one of the great things about them, is how flexible they are.
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 time.
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 fantastic flexibility.
Let us know if you have any questions.
Thanks!
Brandi
brandi closed this discussion on 15 Jul, 2013 06:00 PM.
megan re-opened this discussion on 15 Jul, 2013 06:12 PM
2 Posted by megan on 15 Jul, 2013 06:12 PM
Hi Brandi,
Thanks very much for the explanation. That's very helpful. I think I will
go with queues over categories, because I like that discussions can live in
more than one queue.
Best,
Megan
brandi closed this discussion on 15 Jul, 2013 06:36 PM.