Queues are not updating

Hi, We have recently switched over to Jira for our helpdesk solution and are finding that on the whole it's great but one problem we have is that queues are not updating every time and this is causing us to miss things. 

I know that I have more responses than 3, what would cause some items to fall into the queue and others to not? 

Is there anything obvious I'm missing here? Sorry if this has already been answered but I can't find anything that relates to my question on the forum.

Stu. 

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