We would like to have two queues set up, one for customer issue and one for internal employees

Shweta Vatsa

We would like to have two queues set up, one for customer issues and one for internal employees request. How can we achieve that? Basically we don't want customers to see the option in the help center for the other queue but internal employees should see that.

Jack Brickey

Hi Shweta, so you seem to be asking for two requirements. One is to separate external and internal customer issues via Queues and the other is to have external customers see something different in the portal than what internal customers would see. This is a bit confusing but let me take a stab at this...

if you are simply wanting to ensure your external and internal customers cannot see each other’s issues I would recommend creating two Organizations (internal, external).

if you are wanting to present different request type options then you should look at creating different projects.

As for separating you internal and external issues into queues, keep in mind that queues are what your agents see, not customers. To separate internal vs. external issues by queues it will depend on your solution for managing your customers. If you use organizations then you can use those organizations to create queues. If you use separate projects then the separation happens by default.