This blog post expands on the material in the Parature knowledge base. Here is an article with instructions on the steps to create and modify queues.
More commonly, tickets are divided into multiple queues based on the type of issue. The result is that a CSR specializing in a particular issue would only see tickets for that issue. You want to avoid presenting CSRs with tickets in a queue on which they cannot act.
Availability of CSRs at different times and service level agreements (SLA) present additional layers of complexity. You may need queues that allow you to map to which CSRs are on duty. For this reason, Parature offers special types of queues:
As you roll out Parature, you may end up refining queues to optimize the performance of your support staff. Self-service capabilities can change the pattern of trouble tickets over time and affect the workload of CSRs, so you may want to consider revisiting your service desk design from time to time.