So there wasn't much to creating, configuring, and setting up the helpdesk, now was there? And now we get to the smart bit of the Fastpath plugin—queues.
Queues are routing patterns based on which Fastpath sends the request to a particular user/agent. Each queue can have its own members. For example, if your organization offers multiple levels of support, you can use queues to route a request to the correct one. Or, if you offer support for multiple products, you can have queues for every product, with their own dedicated agents, and have support requests routed to the correct agent. Let's set this up.
Let's assume you provide support on Joomla! and Elgg. You'd obviously need a couple of queues for each of these. To create a queue, click on the workgroup you want the queues to be under. In our case, both of these queues are under the Helpdesk workgroup. From the expanded workgroup menu on the left, select the "Manage Queues" section, which...