To create a new Queue in CRM:

Browse to Settings ➤ Business Management ➤ Queues: Click New

Email: This is the email alias for your support or sales mailbox. All emails received in this mailbox will be created in CRM as an email activity and added to this Queue (provided “All Email Messages” is selected in Convert to e-mail activities drop-down).

Incoming Email: If the option is selected as Server-Side Synchronization or Email Router then the router will poll the mailbox regularly to fetch new emails and move them to CRM.

Outgoing Email: If you would like an Auto-Response or notification emails to be sent from the Support mailbox then please select “Server-Side Synchronization or Email Router” option from the dropdown.