Setting up a support queue

Configure a support queue for cases.

Procedure

  1. From Setup, enter Queues in the Quick Find box, and select Queues.
  2. In the Queues overview page click New.
    Figure 1: Queues overview page
    Queues overview page
  3. In the next page New Queue configure the settings as shown in the example below:
    Important: In the Queue Email field, do not use the same email address that you used as the routing email address for the Email-to-Case settings. Otherwise, it can happen that emails sent to the routing email address (= your support email address) cause endless notifications.
    Figure 2: Configure new support queue
    Configure new support queue
  4. Click Save.

Results

You have successfully configured a new support queue for cases.