Creating and Managing CRM Queues

Queues distribute records among users who share a workload.

On this page:

• How queues work
• Tickets and queues
• Creating a queue
• Editing queue details and members
• Assigning a single record to a queue or user
• Assigning records through Lead Assignment Rules
• Bulk assigning records
• Configuring queue notifications

How queues work

A queue holds records that any assigned user can take ownership of, rather than assigning each record to an individual up front. System Administrators create queues; users assigned to a queue can assume ownership of any record in it and do the work.

Queues are reached from the list view dropdown on the Tickets, Knowledge, or Task objects. Both the queues Insightly creates by default and any custom queues appear in that dropdown.

Tickets and queues

New tickets land in either the New Tickets queue or the Spam queue. Both are created automatically by Insightly and cannot be deleted. By default a new ticket is marked New and stays in New Tickets until someone assigns it to a user or another queue.

Two ways to route tickets automatically:

• System Settings > Feature Settings > Email Blocklists assigns tickets received at a specified support email address to a specific queue.
• System Settings > Automation > Automation assigns tickets to a queue when criteria you define are met.

Tickets from domains blocklisted under System Settings > Feature Settings > Email Blocklists go to the Spam queue automatically.

⚠️ The Spam queue deletes tickets after 14 days. Anything sitting in the Spam queue for 14 days is deleted automatically. This is default functionality and cannot be adjusted, so a legitimate ticket misrouted to Spam is lost if nobody moves it out inside that window.

Creating a queue

1. Go to System Settings > Users > Queue List. Existing default and custom queues are listed.
2. Click Add New Queue.
3. Enter the queue details. The queue name must be unique and cannot match an existing queue. The name can be changed later; the Associated Object field cannot be changed once the queue is created.
4. To email queue members each time a new record is assigned to the queue, enable Additions to Queue.
5. To email queue members each time a record already in the queue is updated, enable Updates to Queue Records.
6. Select users from the list and click Add to move them into Selected Queue Members. Members can be assigned at any point after creation, so this step is optional during setup.
7. Click Save Queue. The queue appears in the queue list view and in the list view selector of its associated object.

⚠️ Choose the Associated Object carefully. It is the one field on a queue that cannot be edited after creation. Getting it wrong means deleting the queue and starting again, and default queues cannot be deleted at all.

⚠️ Addition notifications depend on an email template. For the Additions to Queue notification to send, the Ticket Assigned to Queue email template must be active. If that template is inactive, the checkbox is enabled but no email goes out.

Editing queue details and members

Go to System Settings > Users > Queue List, find the queue, and either click its name or use the three-dot menu and select Edit Queue. Make the edits, then click Save Queue.

What can be changed depends on the queue type:

Assigning a single record to a queue or user

A queue acts as the record owner for everything in it until the record is assigned to an agent, either manually or by an automation.

1. Open the record and click Actions in the upper right.
2. Select Change Record Owner.
3. In the pop-up, pick either a Queue or a User from the relevant dropdown.
4. Click Change Owner.

Assigning a record to a specific user removes it from its current queue. A ticket in New Tickets that is assigned to a user leaves that queue and appears in that user’s My Tickets list view on the Tickets object.

Assigning records through Lead Assignment Rules

1. Go to System Settings > Lead Assignment Rules.
2. Click Add Rule.
3. Name the rule so the name summarizes the criteria you are about to enter.
4. Select which methods of entry the rule applies to.
5. Click Save Rule. The criteria section appears.
6. Click Add Criteria.
7. Go to the Lead Assignment Rules section.
8. Under Leads Assigned To, choose Select a Queue.
9. Pick the queue from the dropdown.
10. Click Save Criteria.

Bulk assigning records

Select the records in the list view, then click Change Record Owner in the toolbar above the list. Choose a queue or a user from the pop-up and click Change Owner. As with single records, assigning to a user removes the records from their current queue.

Configuring queue notifications

Notification preferences are per user, not per queue. Go to User Settings > Notifications > Queue Records, enable the checkboxes you want, choosing email or web notification types as needed, then click Save Notification Settings.

By default, both notification types are enabled for all users for the New Items Are Added to my Queue notification.