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Config Parameters
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Queue Management
Filter for Queues
Filter for queues
A queue with this name already exists!
This queue is present in a SysConfig setting, confirmation for updating settings to point to the new queue is needed!
If an agent locks a ticket and does not close it before the unlock timeout has passed, the ticket will unlock and will become available for other agents.
If there is not added a customer contact, either email-external or phone, to a new ticket before the time defined here expires, the ticket is escalated.
If there is an article added, such as a follow-up via email or the customer portal, the escalation update time is reset. If there is no customer contact, either email-external or phone, added to a ticket before the time defined here expires, the ticket is escalated.
If the ticket is not set to closed before the time defined here expires, the ticket is escalated.
If a ticket is closed and the customer sends a follow up the ticket will be locked to the old owner.
Default sign key
To use a sign key, PGP keys or S/MIME certificates need to be added with identifiers for selected queue system address.
This queue is used in the following config settings:
This filter allow you to show queues without auto responses
Queues without Auto Responses
This filter allow you to show all queues
Show All Queues