(snip)
My first question is about locking & the agent personal queue. I've searched the manual and cannot find reference to either of these.
@Robert: Maybe this should be documented in the manual/FAQ? I had the same problems understanding this feature at the beginning.
If I see a ticket in a queue and click "lock" I assumed it would be moved to my personal queue. But what actually happens is that I end up with a flashing "You have 1 new message" message. My personal queue is empty.
My personal queue is never offered in the "Change queue" drop down for tickets.
So my question is: What (& why) is the personal queue?
The personal queue is used to show tickets that are not locked and in one of the queues you declared as your "personal queues". So, this is just a compilation of tickets you might be interested in. When you lock a ticket, you can actually see it by clicking on "locked tickets" in the upper right corner. And as this ticket is locked, it isn´t shown in your personal queue anymore. Otherwise, agents who have that specific queue in their personal queue too, would see this ticket.
Lars
Thanks,
Matt