OTRS - Manual
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# What is a ticket queue?

For native english speaking folks this might be a bit funny but for non native speakers the term QUEUE does not make any sense at all. So we use this section to describe the idea and concept.

Normally an e-mail (and as described above a trouble ticket is stored as an e-mail) is stored in an INBOX. An INBOX is a large file and every new e-mail is just appended to the end of the INBOX. The e-mail client is parsing this file and sorts it as you want it (typically by date of receiving).

A queue is a mechanism to store many tickets within. As a user you do not know where the tickets are stored. You just know that a new ticket is e.g. in the RAW queue. A user (agent) can move a ticket from one queue to another. Why should he/she do this? You can use different queues to get more order and a better overview to your tickets. Let's assume you receive 200 e-mail messages (tickets) a day. And you have 3 teams of specialists. It doesn't make any sense to ask every specialist to read every ticket. It is a waste of time. So you have to create a fourth team which dispaches all the tickets in the INCOMING-QUEUE (or how ever you call this queue). The dispatch instance will have a quick (quick!) look at every ticket and move it then to a special queue. The 3 teams of specialists read their special queues only.

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