Queues and Ticket Routing

What a queue is

A queue is a routing bucket for tickets. Instead of every agent sifting the whole board, tickets are grouped by the team that should own them. Each queue has:

• A key — a stable identifier used internally (for example account_access).
• A title — the human-readable name shown in the console (for example Account & Access).
• An owner team — the team responsible for the queue.
• A default priority — the priority a ticket takes when routed here, unless you override it.
• A status — active queues receive tickets; inactive ones don't.

The queues that ship with StretchSupport

Your workspace comes with four queues configured out of the box:

Account & Access defaults to High because login, permission, and access problems are usually time-sensitive. Client Success is the default queue for tickets raised from the workspace support portal, so customer-originated requests land with the success team unless you route them elsewhere.

Reading the Queues tab

Open the Queues section from the rail. For each queue you'll see:

1. The title and owner team.
2. The default priority.
3. A total ticket count (everything not archived).
4. An open ticket count (New, Triage, Open, Waiting on Customer, Waiting Internal).

Use these counts to spot a queue that's backing up before it becomes a problem.

Routing a ticket

Routing stamps a ticket with the right ownership in one action. To route:

1. Open the ticket from the board.
2. Choose Route and pick a queue.
3. Optionally set an assigned team, an assignee (a specific person), a new status, or a priority override.
4. Confirm.

When you route to a queue, StretchSupport automatically applies that queue's owner team and default priority (unless you supplied your own priority). It also records a ticket_routed event on the thread — "Routed to Account & Access" — and stamps the ticket's metadata with the routed queue and a timestamp, so it's always clear where and when a ticket was handed off.

Tip: You don't have to route through a queue to assign work. You can set just an assigned team or an individual assignee directly. Routing through a queue is the fastest path because it fills in the team and priority for you.

A realistic example

A ticket titled "Course video won't play on the StretchLearn app" lands in New in the default Client Success queue. It's really a learning-platform problem, so you open it and Route it to StretchLearn Support. Routing sets the owner team to learn and keeps priority at Normal. You then set the assignee to the on-call StretchLearn agent and change status to Open. The thread now shows "Routed to StretchLearn Support" and "Ticket assigned," and the ticket has left the Client Success open count and joined StretchLearn Support's.

Tips

• Route early, in Triage. A ticket in the right queue immediately gets the right owner team and default priority.
• Override priority at route time when a queue's default doesn't fit — for example routing a genuinely Urgent access issue keeps High from the queue, but you can bump it to Urgent.
• Watch the open count per queue on the Queues tab to balance load across teams.
• Assigning an individual assignee creates a clear owner; assigning just a team keeps it a shared responsibility.

Troubleshooting

Routing didn't change the priority. If you supplied a priority in the route action, your value wins over the queue default. Clear the override to inherit the queue's default priority.

The queue I want isn't offered. Only active queues can receive tickets. If a queue is inactive it won't appear as a routing target.

The ticket still shows the old team. Reload the ticket. Routing writes the new owner team and records an event; if you don't see it, confirm the route action completed (a ticket_routed entry should appear in the thread).