How do I control how tasks get handed out to my team?

Queue settings decide how an open task actually reaches a staff member: what they're allowed to see, and how many they can be working at once.

Pick a distribution mode

1. Open Team management, then Setup, then the Queue settings tab.
2. Choose one of four modes:
   • Strict (the default): staff only see and can claim a small, top-ranked window of the queue at a time. Admins always see everything, for triage.
   • Open: every staff member sees the full ranked list and can claim any open task.
   • Assigned: tasks are routed to a specific person, by an admin or an automation, and staff only see their own assigned list. The unassigned pool stays admin-only.
   • Hybrid: staff work their own assigned tasks first, then pull from the shared strict window once that list is empty.
3. For Strict or Hybrid, set the window size, how many top-ranked tasks a staff member can see and claim at once.
4. Click Save.

Claim limits

• Max active claims per person caps how many tasks one person can be holding at the same time, so nobody quietly stockpiles work.
• Auto-release after (hours) returns a claimed task to the pool by itself if it sits untouched this long, with no penalty to the customer or the person who had it.

Who can change this

Queue settings need an organization admin and an account with Team management turned on.