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Table of Contents

Viewing Team Queue

You can view the team queue in two different places:

  1. The “All Unassigned Cases” report on the Homepage Dashboard.

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  2. The “Leave Team Queue” Case List View.

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Assigning a Case Owner

Open an unassigned case from either one of the reports above. Follow the below steps to assign a Case Owner:

  1. Click on the Case Owner field in the Case Information section

  2. Search for the new Case Owner in the search

  3. Send Notification Email

    1. By default, a notification email will be sent to the new Case Owner alerting them the case is being assigned to them.

    2. You can uncheck this box if a notification email isn’t necessary.

  4. Click the Change Owner button

  5. Once you’ve assigned the case to a Case Owner, the case will be removed from the Leave Team Queue and will show up in that Case Owner’s ‘My New Cases’ report.