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Viewing Team Queue
You can view the team queue in two different places:
The “All Unassigned Cases” report on the Homepage Dashboard.
The “Leave Team Queue” Case List View.
Assigning a Case Owner
Open an unassigned case from either one of the reports above. Follow the below steps to assign a Case Owner:
Click on the Case Owner field in the Case Information section
Search for the new Case Owner in the search
Send Notification Email
By default, a notification email will be sent to the new Case Owner alerting them the case is being assigned to them.
You can uncheck this box if a notification email isn’t necessary.
Click the Change Owner button
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.