Support queue
The support queue is a workspace view for the requests that arrive from portals and email. It collects the open tickets that need an agent.
Queue configuration
A queue is scope-aware and configurable:
| Setting | Description |
|---|---|
| Scope | The workspace the queue belongs to. |
| Filter | A query-language filter that selects the tickets in the queue. |
| Collection | Route the queue by a collection. |
| Columns | Choose which columns the queue shows. |
The queue shows live counts for unassigned, team-owned, and waiting tickets.
Queue actions are bulk-safe. Select several tickets and apply an action to all of them.
The queue is a toggleable navigation entry. Show or hide it in the workspace navigation.
Create a queue
- Open the workspace and select the support queue view.
- Select Add queue.
- Enter a queue name.
- Build the Filter with the query-language builder.
- Select the columns.
- Save the queue.
- Move the queue in the list to set its order.
Canned responses
A canned response is a saved reply that an agent can insert into a comment. Use canned responses for common answers, such as a request for more information.
Private comments
A comment on an external request can be private. A private comment stays inside the workspace and never reaches the customer. See Customer Portals.
Request participants
An external request can have participants. Participants are contacts who take part in the request, in addition to the requester. Participants appear only on external requests.
Customer context
An external request shows a customer context sidebar. The sidebar collects the customer details and the related requests, so an agent does not leave the ticket to find the customer.
Ticket merge
Merge moves a duplicate ticket into a canonical ticket. The merge moves comments, attachments, links, watchers, email threading, and pending replies in one transaction.
- The merge refuses to orphan a subticket.
- Comments become private when the requesters differ, so one customer never sees the content of another customer.
- The duplicate stays in place as a read-only redirect that points at the canonical ticket.
Ticket split
Split creates a subticket from selected comments and attachments. The split requires an assignee and a requester. Windshift does not copy them silently.
Both operations write to the item history, so they appear in the same audit surfaces as other changes.
Duplicate candidates
When a customer sends a fresh email about an existing request, Windshift can show the open tickets from the same sender as possible duplicates. An agent reviews the candidates and merges the duplicate. See Email intake.