While our out-of-the-box UserVoice Helpdesk functionality works great for managing customer support tickets, what we’ve heard from you is that some teams have more advanced needs around separating and finding tickets. With that in mind, we’re launching two new features today: Saved Searches and Support Queues.

Support Queues

Support Queues allow teams to set up different queues (buckets, basically) of tickets as well as individual notifications for teammates by queue. This means you can better organize your tickets and make sure companies with multiple teams (such as Sales and Support) get the right tickets every time.

For example:

  • If you have a team that responds to general messages and one that responds to abuse reports, your team might have a different queue for each.
  • If you have high and low priority tickets, your team can have different queues for each, ensuring you attack the high-priority items first.
  • If you have different levels of service (like paid and free) your team can set up different queues so you can reach out to priority customers first.

Check it out in action:

Tickets are assigned to a queue based on rules (or manually by an agent). If you don’t remember how rules work, check out this knowledge base article.

Saved Searches

Saved Searches are specific to each UserVoice admin/agent. Once you perform a search in the center ticket column, you can save that search to the left-hand nav so you can access it later. This saves you time looking for frequently searched information.

For example:

  • If we just launched a new feature, I might save a search with that feature name so I can focus on addressing issues with the new feature.
  • As a manager, I might save a search of my employees’ closed tickets, so I can review their responses.
  • If I have custom field set up for something like “features”, I might save a search for “features:forum”, since I’m skilled at answering tickets about our forum feature.

See it live:

Saved Searches are available on our Plus plan and above. Support Queues are available on our Premium plan and above. You can start using them immediately – for more info on how to set them up, check out Support Queues and Saved Searches knowledge base articles.


-Evan Hamilton
Head of Community, UserVoice