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Using Ticketing Queues To Assign Tasks
Wrangle supports dynamically assigning Tasks in your Workflow to a queue of users. You can use this to route Tasks evenly through a list of people, or to the person who is the least busy.
Some common reasons to use Task Queues:
  • Making sure there's always one specific person assigned to a Task. Task Queues make sure you never assign a Task to a group of people and hope that one of them will choose to pick it up. This kind of ambiguous assignment can lead to undesirable behavior — you run the risk that either no one decides to pick it up, or that someone waits until others complete the Task so they won't have to. The Task Queue will always pick one specific person so responsibility in not ambiguous.
  • Making sure everyone on a team gets equal assignment of work. This can be great for sales teams, where you want to distribute lead follow-up tasks evenly. Or, you can make sure all of your HR team members are assigned an even number of employee requests.
  • Keeping people from getting overwhelmed. By assigning to the least busy person, you dynamically route work to people with more capacity than others to pick up that work.

Assigning Tasks To Queues

You can assign a Task to a Queue while configuring a Task List workflow step in Wrangle's no-code Workflow Designer. When editing a Task, you'll see an option to assign the Task by rotating through a list of people — that's the option to use a queue.
Choose "Rotate through a list of people" to use a queue to assign people to a Task.
You'll then have the option to assign tasks evenly or to the least busy person (more on those options below).

How Queues Work

When you set a Task to use a queue to assign people, Wrangle will check the queue each time the Workflow gets to that step. Based on the queue, Wrangle will pick who to assign to that Task and then post the Task List to the channel, tagging that person.

Assigning Tasks Evenly

Once you've chosen to "rotate through a list of people," you can then choose to assign tasks evenly to each person on the list. This makes sure your queue of users get an even amount of work as the workflow is used.
If you choose this option, and you have a list of employees in the queue, Wrangle will assign Tasks to them in order. Once everyone has gotten a Task, the queue starts over, going in the same order again.

Assigning Tasks to the Least Busy Person

Alternatively, you can choose to assign to the "least busy" person. Least busy means the person with the fewest open Tasks (specific to that one Task in the Task List step, as detailed below).
For example, say you had two people in the queue for this Task: Jill and Jack. Jill has 3 of these tasks assigned to her that she has not completed. Jack has 5 incomplete tasks. Jill will be assigned the next one.

Caveats With Using Queues

Queues are specific to one Task

Queues are specific to one Task in a Task List, in one specific Workflow. The queue isn't affected by other Tasks in the same Workflow, or to Tasks assigned in other Workflows.
For example, imagine we have a Task List step called "Publish blog post," and it has two Tasks: "Publish to website" and "Promote on social media." If we used a queue to assign "Publish to website" to the least busy person in the queue, it wouldn't care if the person has a bunch of "Promote on social media" Tasks. Only that they have the least "Publish to website" Tasks that they're assigned to.

Even Tasks in the same Task List have independent queues

If you have two different Tasks in a Task List step, and you assign both to queues, those queues are independent from each other. So, if you wanted to have the queue pick a person and then assign both Tasks in that step to the person, it would not work that way. Each Task would pick independently from their queue of users, which likely means different people would be assigned to the two Tasks.
If you want to use a queue to assign multiple Tasks to someone, the solution is to have two Task List steps. The first Task List step assigns a single Task to a queue of users. Then the second step assigns one or more Tasks to the person that completed the previous step.

Re-Assigning Tasks to the Queue

When your Workflow runs, and arrives at your Task List step, the Task List gets posted to a channel. If there's a Task that has a queue, a specific person will be assigned to that Task. If the person assigned to the Task can't handle it for some reason, they get a button to re-assign the Task to the next person in the queue.
Last modified 2mo ago