A queue is a saved filter over the tickets of a service project. Project admins create queues in the project settings; everyone who can read the work items of the space works in them.
Open a queue
Open the service project and select Queues. Each queue shows the number of tickets it holds. Select a queue to see its tickets, 50 to a page.
A queue that names columns in its settings shows only those. The remaining time of the SLA is added to the list with the SLA display.
Work in the row
You don’t need to open a ticket for the two most common changes:
- Assign to me takes the ticket. The button disappears once it is yours.
- Select the status to move the ticket along. The workflow decides which statuses are offered, and a transition that asks for fields opens its dialog first.
The list asks again every 30 seconds while the tab is open, so new tickets and changes by colleagues appear without reloading. A ticket that leaves the queue while you work on it disappears at the next refresh.
Get told about new tickets
Select the bell of a queue in the project settings to watch it. When a new ticket matches the filter of a queue you watch, you get a notice in your inbox with Assign to me, unless you created the ticket yourself. A person who watches several matching queues is told once. Notices of tickets that arrive in bulk are limited so your inbox is not flooded.
See Notifications to switch the category off or send it to a daily summary.
Who can see queues
Queues are for your team. You need access to Service Management and permission to read the work items of the space. Customers and guests never see a queue, and the address answers as if it did not exist. Last modified on November 4, 2026
