Creating and Managing Queues
Queues organize and allocate records among users who share a workload. Any user assigned to a queue can take ownership of records in it.
On this page:
How queues work
Admins create queues to assign records to a group of users rather than an individual. Queues are reached from the list view dropdown on the Tickets, Knowledge, or Task objects, which shows both Insightly’s default queues and any custom ones.
Tickets and queues
New tickets land in the New Tickets queue by default, marked New, and stay there until assigned to a user or another queue. If a user replies to a ticket in the New Tickets queue, ownership transfers to that user automatically.
Tickets from domains on the email blocklist are routed automatically to the Spam queue. Both New Tickets and Spam are created by Insightly and cannot be deleted.
Tickets left in the Spam queue are automatically deleted after 14 days. This is default behavior and can’t be adjusted.
Two ways to route tickets automatically: configure a support email address to feed a specific queue under System Settings > Feature Settings > Email Blocklists, or build an automation under System Settings > Automation > Automation that assigns tickets to a queue when criteria are met.
Creating a queue
- Go to System Settings > Users > Queue List, then click Add New Queue.
- Enter the queue details. The name must be unique.
- Optionally enable Additions to Queue so members are emailed when a new record arrives.
- Optionally enable Updates to Queue Records so members are emailed when a record in the queue changes.
- Assign users by selecting them and clicking Add to move them into Selected Queue Members. This can be done any time later and isn’t required at creation.
- Click Save Queue.
⚠️ The Associated Object can’t be changed after creation. The queue name can be edited later, but the object it belongs to is fixed once saved.
ℹ️ For the Additions to Queue notification to actually send, the Ticket Assigned to Queue email template must be active. If it isn’t, the setting appears enabled but no email goes out.
Editing and deleting a queue
Insightly’s default New Tickets and Spam queues can’t be renamed, can’t have their Associated Object changed, and can’t be deleted, though you can still adjust their member notifications and add or remove members.
For a custom queue, everything except the Associated Object can be edited. To delete one, go to System Settings > Users > Queue List, click the three-dot menu on the queue, and select Delete Queue.
Assigning records
A single record can be assigned to a queue or user from the record itself. To reassign several records at once, select them from the list view and click Change Record Owner in the toolbar above it. The popup offers a Queues dropdown and a Users dropdown; pick whichever applies, then click Change Owner. Assigning records to a specific user removes them from their current queue. For example, tickets in the New Tickets queue that get assigned to a user disappear from that queue and show up in the user’s own My Tickets list instead.
Queue notifications
Go to User Settings > Notifications > Queue Records to configure alerts for queue activity. Both email and web notifications can be enabled or disabled per notification type; by default, both are on for the New Items Are Added to my Queue notification. Click Save Notification Settings once your changes are made.