Great question.
There is the ability to create routing rules to route tickets to a service organization which service employees can access tickets assigned to that service organization. This is the way to represent a Queue and Agents can pick tickets from this Queue and process them.
In order to prevent "cherry picking" from the Queue, (Agents picking the easiest tickets to work on and ignoring the hard ones), in 1411 there is a new feature named "Next Ticket" which instead of allowing an Agent to choose which tickets to work on, he/she is automatically assigned the next ticket the Agent has the authorizations to work on that has no processor and is due next by clicking on the "Next Ticket" button in either the Queue list screen or the Agent Workspace detail screen.
Image may be NSFW.
Clik here to view.
Image may be NSFW.
Clik here to view.
We are planning on further improving the "Queuing" concept to be more flexible by introducing an improved routing engine and the ability for service managers to create/manage Queues and the people assigned to those Queues independent of HR hierarchy which is what the existing Org Management based assignment and routing we have today. More info to come as we finalize the designs and planned use cases for this scenario.
