Queues

TicketStacker has two ways to organize work, and they answer different questions.

• A stack is a kind of work with its own process: Repairs, Payroll, Customer orders. Each has its own fields and steps, and every ticket has an owner who sees it through.
• A queue is where work waits for whoever's free: Front desk requests, Cleaning, Restocking, Kennel checks. Tickets there don't go to a person. They wait until someone on the team takes one.

The two connect: any step in a stack can wait in a queue. See A step that waits in a queue below.

A queue is really a stack with a tag that says who works it. It has the same editor, fields, steps, web form and email address. It just lives under Queues in the left menu instead of Stacks, and it looks different: Waiting on one side, Taken on the other.

Make a queue

1. Click Queues in the left menu, then + New queue (company Admins).
2. Name it, pick a color, and choose Who works this queue?: a team, or Each store works its own (each ticket says which store, and every store sees its own).
3. Click Create queue. It starts with To do, Doing and Done; change that anytime with ✎ Edit.

Queues are places where work waits to be claimed; the process itself lives in stacks. To send a stack's tickets to a queue, set a step's Goes to to that queue (see below).

Teams come from each person's team in Settings → Members. Stores come from your locations.

Work a queue

• Waiting is what nobody has yet. Click Take it and the ticket is yours. It stays in the queue, so everyone sees who has it.
• Taken shows who's on what.
• A store queue opens on your own store; pick All stores to see the rest.
• + Add to queue adds a ticket; so do the queue's web form and email address, if you turn them on.

You don't have to open the queue to find work: what's waiting in your queues also shows in Up for grabs on your Home screen (Today's Stack), with I'll take it.

A step that waits in a queue

Say your repair form's first step is New, then In repair, then Done. You don't want a manager handing out every request: you want the maintenance team to grab them. So the New step waits in the Maintenance queue.

1. Open the stack's editor and go to Stages.
2. Click the step and choose A team queue, then pick the team (or Each ticket's store). Company Admins can make a new team there with + New queue.
3. Publish.

From then on:

• A ticket that reaches that step waits in the queue with nobody on it, and the people in that queue get a notice. Web form tickets land there straight away when it's the first step.
• Take it makes you the owner and moves the ticket on to the next step. (If that step has rules that aren't met yet, it stays put, and it's yours.)
• Put back in queue on the ticket hands it back: nobody has it, it returns to the queue step, and the queue is told again. Use it when someone else should do it.
• The queue's page says which stacks feed it, like "Fed by Repairs (New)", and those tickets show with "From" and the stack's name.

To send only some tickets to a queue, use step rules to steer them: plumbing to Maintenance, IT to the IT queue.

Work from other stacks

A team's queue also shows tickets from other stacks that were sent to that team: a step that waits in the queue (above), a checklist split by team handing a ticket to the next team, or someone putting a ticket in the team's queue by hand (see Put a ticket in a queue). A store queue shows every ticket waiting for a store.

Take it vs. Add to my day

• Take it makes you the owner. That's how work leaves the Waiting list. On a step that waits in a queue, the ticket also moves on to the next step.
• ＋ Add to my day puts a ticket on your Today's Stack list. It doesn't change the ticket's step. If nobody has it yet, you take it too, exactly like Take it (so on a queue step it moves on).