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Hello,

My company is considering moving our Helpdesk/Inventory to the Spiceworks Cloud platform. We’re currently using Freshdesk that supports different queues, which is a must. Does Spiceworks support this? We used the on-prem Spiceworks a long time ago and I don’t recall this being an option or not. The company has grown significantly since then so we would definitely need this.

Thank you!

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I’ve not seen any ability to make queues (would be super nice if we could).

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It does not support queues, but it does allow for organizations.

Unfortunately, I don’t believe you can ‘move’ tickets between them, but let’s see if my go-to on CHD can help.

@clutka

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You can according to the documentation - you just change the organization in the drop-down in the attributes area.

Customizing and working the Cloud Help Desk
If you’ve had a ticket submitted for one organization and need to change it to another (or, more likely, you accidentally created it for the wrong organization), it’s easy to change the organization. Just click the arrow next to the organization name in the ticket details pane and select the new one.

As you can have ticket Views based on organisation, along with separate email addresses and user portal addresses, using organizations gets you most of the way there to having multiple queues.
You can also give Techs or Managers access to specific organization(s) only.

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That I suppose might be an option then, organizations instead of queues.

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I was absent because it was a Canadian holiday yesterday – Canada Day.

To confirm what greenbj had stated, yes, you can move tickets from organization to organization. This can be used as a queue of sorts, however, YMMV if implementing within your own organization as a substitute for queues. Organizations are entities upon themselves. Your users are unique to individual organizations so the user must exist or be created in each organization. If you use the user portal, the portal URL will differ between your queues meaning the tickets will not exist in user portal A if they were moved to queue B or C.

Depending on how you want to use queues, perhaps flagging with a custom field like “queue” or “SLA” would help organize into virtual queues, using view filters to visually prioritize your tickets.

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That sounds like another useful approach… but can you target a View based on a custom field?

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Insert a Homer Simpson “Doh!” here.

No, you cannot target a view based on a custom field. It has been announced on the Spiceworks roadmap back in May so it is expected but not yet implemented.

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Thanks everyone for the info!

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