update: Agent Panel > Tickets > Personal Queues

Updated `Agent Panel Tickets Personal Queues`

Author: chlglows

Agent Panel.rst

@@ -40,6 +40,7 @@ Tickets Tab
 
    Agent/Tickets/Advanced Search
    Agent/Tickets/Tickets
+   Agent/Tickets/Personal Queues
 
 
 Knowledgebase Tab

Agent/Tickets/Personal Queues.rst

@@ -0,0 +1,126 @@
+Personal queues
+===============
+
+What is a Custom Queue?
+-----------------------
+
+A custom queue is a view of tickets based on a custom criteria that you specify. It allows you to create your own personal views of tickets and specify what information you would like to see.
+
+What is a Custom Column?
+------------------------
+
+A custom column is an additional field that is not displayed initially when viewing the ticket tab. Using custom columns allows you to include these fields in the ticket list.
+
+How do I create my own personal queues?
+---------------------------------------
+
+Each tab has a drop down menu where you can select the option to 'Add Personal Queue'.
+
+.. image:: ../../_static/images/cccc_create_personal_queue.png
+  :alt: Create Personal Queue
+
+You are then prompted to specify what criteria of you would like to see in regards to tickets in your personal queue:
+
+.. image:: ../../_static/images/cccc_new_personal_queue.png
+  :alt: New Personal Queue
+
+|
+
+.. image:: ../../_static/images/cccc_new_personal_queuesave.png
+  :alt: Save New Personal Queues
+
+Once you have saved your changes, the new queue will appear in the list:
+
+.. image:: ../../_static/images/cccc_personal_queue_created.png
+  :alt: Personal Queue Created
+
+**Note:** Only you can see your personal queues
+
+
+Where can I edit the personal queues I create?
+----------------------------------------------
+
+To edit your personal queues, simply go to the queue and click the settings button that appears beside the title and choose Edit.
+
+.. image:: ../../_static/images/cccc_edit_personal_queue_button.png
+  :alt: Edit Queue Button
+
+From there, you are able to change the criteria options originally chosen:
+
+.. image:: ../../_static/images/cccc_change_queue_criteria.png
+  :alt: Change Queue Criteria
+
+How do I add/modify columns to a personal queue?
+------------------------------------------------
+
+Within the same edit menu, select the 'Columns' tab:
+
+.. image:: ../../_static/images/cccc_queue_edit_columns_tab.png
+  :alt: Queue Edit Columns Tab
+
+By default, columns will be inherited from the Parent queue which is 'Open' in this case. The parent queue can be changed using the dropdown box indicated with the arrow.
+
+.. image:: ../../_static/images/cccc_parent_queue_dropdown.png
+  :alt: Parent Queue Dropdown
+
+Once the 'Inherit columns from the parent queue' box is unchecked, more customizations can be made.
+
+Here, you have the option to rename columns, modify their width, and remove columns. You can also rearrange the columns by dragging them by the double arrows to the far left.
+
+.. image:: ../../_static/images/cccc_column_rearrange.png
+  :alt: Column Rearrange
+
+The sortable checkboxes make the column headings clickable. If you click the heading, tickets are sorted by that column. In this example, I have clicked the 'Subject' column displaying the tickets in alphabetical order by the Subject.
+
+.. image:: ../../_static/images/cccc_subject_sortable.png
+  :alt: Sortable Subject
+
+Adding Columns To A Personal Queue
+----------------------------------
+
+Click 'Edit' for your personal queue and go to the 'Columns' tab and scroll to the bottom of the window:
+
+.. image:: ../../_static/images/cccc_add_column_to_personal.png
+  :alt: Add Column To Personal Queue
+
+Click 'Add' and Save the changes.
+
+.. image:: ../../_static/images/cccc_add_button.png
+  :alt: Add Button
+
+Now the 'Due Date' field can be seen in the Personal Queue.
+
+.. image:: ../../_static/images/cccc_due_date_field.png
+  :alt: Due Date Field
+
+Adding Quick Filters
+--------------------
+
+Quick Filters add an option to the top of the page to quickly filter by a specified field. Agents can add Quick Filters to Custom Queues by editing the Queue and going to the Settings tab.
+
+.. image:: ../../_static/images/cccc_personalqf1.png
+  :alt: Personal Quick Filter 1
+
+|
+
+.. image:: ../../_static/images/cccc_personalqf2.png
+  :alt: Personal Quick Filter 2
+
+Once saved, an Agent can quickly filter tickets by the field of their choice
+
+.. image:: ../../_static/images/cccc_personalqf3.png
+  :alt: Personal Quick Filter 3
+
+In addition to being able to create personal queues, Agents can also modify how existing queues show up specifically to them by editing the existing queues.
+
+For example, editing the Open queue:
+
+.. image:: ../../_static/images/cccc_edit_existing_queue.png
+  :alt: Edit Existing Queue
+
+From here, Agents can customize existing queues in the same way they can customize their own personal queues.
+
+.. image:: ../../_static/images/cccc_edit_existing_queue2.png
+  :alt: Edit Existing Queue 2
+
+See :doc:`here <../../Features/Custom Columns & Custom Queues (Agent)>` for full details on customizing your personal columns and queues.