We have RT and I love it, but I cannot find a good method for creating queues. I thought I could create at least a helpdesk queue for level 1 tickets, but then I’m at a loss for how to organize the rest. Should I just make another queue for sysadmin tasks and another one for projects? Should I break it down by service or technology used? Right now we have queues for each user (we are a 4 person team) and that is ok, but I’m wishing we had queues organized by priority, workflow, or something else. What works for your small medium office with only one department (IT)?
My approach is creating a new queue when you need some tickets to have different emails templates/custom fields/custom roles/ automatons.
I thought I could create at least a helpdesk queue for level 1 tickets
Should I just make another queue for sysadmin tasks and another one for projects?
Are the sysadmin tickets still support requests? It makes sense to me to make a new queue for projects.
Maybe you could do something like:
Helpdesk -- All users can see these tickets, but you assign an owner from your 4 users to handle the ticket ( They can have a search on their homepage showing their "Active support helpdesk tickets" ) Projects -- New queue sysadmin/internal stuff -- New queue
Thanks, that is pretty much how I thought about setting things up, too.