Department queues
Decide who answers each department's requests, whether the first free person claims them or they go round in turn, and the response time for each queue.
Who can use this
OwnerCompany adminRequirements
None beyond the role
When someone sends a request (for example an IT or HR question), it goes to a department queue. Each department has one queue, and requests go only to the queue's people, not to a new group chat each time.
Set up a queue
- Open Company admin → Work → Work settings → Queues.
- Select a department's queue. The list shows how many requests are open and unclaimed.
- Set: - Active: switch a queue off to pause it. - Who takes new requests: First free person claims it, or In turn (round robin), where each new request is assigned to the next person. - Response time (business hours): the target for this queue.
- Under People, select + Add person and pick who answers the queue. Remove someone with the button next to their name.
New members get access to open requests as soon as a teammate opens My work. Requests stay encrypted.
If nobody is in a queue, Nobody answers this queue. Requests go to HR or admins instead.
Which request type goes to which queue is set in Request types (Goes to queue).
How queue members work
Queue members see the requests in My work under Team queue. With "first free person", someone selects Claim to take a request; with "in turn", it is already assigned. Put back in queue returns it so a colleague can take it. See My work.
An admin can see every request, including the unclaimed ones, in Company admin → Work → All requests. See All requests and work reports.