Question

You need to implement queues to manage cases. Which queue types should you use for this scenario?

Set up an unknown queue for anyone to review tickets that are not classified.

Answer 1

For managing unclassified tickets, an unknown queue is set up to hold such cases until they are reviewed and assigned to specific queues based on their classification.

Step-by-step explanation:

In the context of managing cases within a ticketing system, setting up queues is essential for organization and efficiency. To manage tickets that are not yet classified, you would set up an unknown queue. This serves as a holding area where tickets can be reviewed and sorted by an appropriate team member. The workflow would typically involve tickets entering this unknown queue initially and then being moved to other specific queues once they are classified based on the issue type, priority, or the department responsible for handling them. It is critical to establish a process where tickets in the unknown queue are reviewed regularly to ensure that they are classified in a timely manner and do not remain unaddressed.