Why assign an owner to a queue?

It's a good idea to have queue owners if you find you've specific customer requests like if they want more information or a demonstration. That way the queue owner can manually assign suitable resources.

When a new work item is assigned to a queue, the queue owner receives a notification. If required, the owner can override the automatic assignment of a request and manually assign the request to a specialized or specific resource. If the owner thinks that the automatic assignments are fine, the owner need not take any action.

Note:

If you're an administrator or manager, you can assign owners to queues on the Queues page. Depending on your settings, you can also assign queue owners while creating or editing a queue.

You must complete the following processes:

• Add the Queue Owner field to the page layouts for queues (You need to do this step only once.)

• Assign a queue owner for a queue