How do I use Queues for routing Cases?

In order to best use queues for routing, you can either:

• Create an automated rule that creates cases from incoming messages and routes them to a queue.  To learn more about creating automated rules, click here.
  
• Manually create and assign a case to a specified team queue.
  
  
  1. Click the pin icon on the message you want to turn into a case.  
  2. Select the queue you want to assign the case to from the drop down.
  3. Fill out the remaining case details.
  4. Click Create Case.