How to change Queue and Form Visibility for ticket creation
Updated
by
Fletcher Richman
Once you've created Queues to route tickets to different teams, you may want to control where users are able to see that Queue and its forms as an option when they are creating tickets. Halp makes it easy with a visibility setting on your Queue! This can be useful for Escalation channels or Closed Ticket channels so your users aren't able to directly create tickets in those channels.
By default, a Queue will be set to Visible when it is created. This means that users will see the Queue and its associated forms as an option when creating a ticket from App Home or other places where there isn't clearly a Request Channel associated with the ticket (such as using a slash command in a random channel, or a Slack shortcut). If the Queue has the option to Require form selection for tickets created with an emoji or message action', then that Queue and its forms will also show up as an option when creating a ticket using those methods in a Request Channel.
To change a queue to Hidden, go to Settings > Queues, select the Queue you want to hide, and "Edit Queue" on the left side panel. Under the ConfigurationS tab, and toggle the setting titled "Hide Queue during Ticket creation". Once the Queue has been set to Hidden, both Agents and End-Users will no longer see the queue as an option in App Home or other places where there isn't a defined request channel associated with the ticket, allowing your team better control of the tickets in that channel.
Note: If you have a Request Channel for that Queue, users will still see that Queue and its forms as options when creating a ticket (Once again, behavior for emojis and message actions depends on whether you have the Require form selection for tickets created with an emoji or message action setting on for that Queue). This enables teams to have a generic Queue and form(s) that shows up outside of channels, and specific Queues and forms when users go to a specific channel.