Using Queues in Request Management

Contents:

Overview

The queue functionality within Request Management allows requests to be grouped together into specific queues based on spaces, categories and statuses.

These are a way to group management of requests for example, you could have a queue for Building A and a queue for Building B with different request managers/assignees, or you might have a cleaning queue with all cleaning categories in a building.

Queues are assigned to Request Managers and Request Assignees to manage these requests by a Property Manager.

If you do not need separate queues at your location, all requests will be managed through one default queue.

• RM and RA will be removed from user settings

• If RM or RA is added as a role in the widget/user settings, they will need to be manually added to a queue after

• RM and RAs do not need to be from the same owenershop company as the queue

• PMs who create a category - the category will be automatically assigned to their company

Creating a Queue

Please raise a support ticket to request a queue be created for your location with the following information:

• The name of the queue

• Which categories, statuses and spaces should be included in the queue

• Which company should be the owner of the queue

Adding Request Managers & Assignees to a Queue

In order to manage requests within a queue, Request Managers and Assignees will need to be added to the relevant queue.

To add Request Managers & Assignees:

1. Open Request Management and click Settings from the top left hand corner.

2. Navigate to the Queues tab

   

   Here you will see a list of all available queues at your location.
   

   

3. Select the relevant queue. You will see a list of existing queue agents.

   

4. Click Edit
   

   

5. Search for Request Manager(s) or Request Assignee(s) to add to your queue using the search bar. Click Add next to the user’s name to add them to the queue.
   

   

6. Press Save to confirm your changes.
   

   

Removing Request Managers & Assignees from a Queue

To remove a Request Manager or Assignee from a Queue:

1. Open Request Management and click Settings from the top left hand corner.

2. Navigate to the Queues tab

   

   Here you will see a list of all available queues at your location.

   

3. Select the relevant queue. You will see a list of existing queue agents.

   

4. Click Edit

   

5. Select the Remove button next to the user’s name(s) you would like to remove
   

   

6. Press Save to confirm your changes.

   

FAQs