In version 13, the Queue was moved into the Global Tickets section. This was done in part because the queued tickets do not belong to any specific agent, but to any agent who can take them.

As for why your agents are able to see the queued tickets, this is probably due to the department level setting "Allow all agents to see the contents of this department". To restrict agents so that they can only see tickets for the departments to which they belong, simply go into your departments and disable this setting for each department.

Ben,

 

It appears that I misunderstood part of your initial post. You are correct, the count for the Queue should reflect the number of tickets that are visible to the agent, not the total count.

 

There are a handful of issues that could potentially cause this. For example, we have observed this issue happening when the server does not have websockets enabled, or if the user has a weak or intermittent connection. Please verify that these issues are not occurring. In the meantime, I will take a look into this to see if I can replicate the problem.

Based on the testing I have done, it appears that there is a disconnect between the count for the queue and the visible tickets - but only when one or more departments have the "Allow all agents to see the contents of this department" setting enabled. I have added this issue to our task log and we will update this thread once the fix has been released.

 

For now, ensure that all departments have the "Allow all agents to see the contents of this department" setting disabled. This will ensure that the count and the list of tickets in the queue are in sync.

With version 13.1.6718, the issue with the Queue counter being out of sync with the queued tickets available to an agent has been corrected.