My Queue

Triage and resolve issues.

Tickets

Prioritize SLA risk, triage new tickets, and keep your personal queue under control.

Filter by ticket urgency.

Focus on tickets by workflow stage.

Highlight tickets at risk.

Tickets in My Queue

Priority	Status	Subject	Requester	Queue	SLA Due	Waiting	Last Update	Owner
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Key context, requester details, and SLA status.

Customer messages and private internal notes are clearly separated.

Add Internal Note

Internal notes are only visible to agents and managers.

Review and update these tickets to prevent further impact.

Acknowledge and respond within the next 15 minutes.

High‑volume queue for standard customer issues.

Payment, invoices, and subscription questions.

High‑value customers with strict SLAs.

Tickets escalated to senior agents or managers.

Primary workspace for support agents to triage tickets across queues, manage assignments, and stay ahead of SLA commitments.

Tickets needing attention

Priority	Subject	Queue	Status	Assignee	First response due	Resolution due
High	[Sample] Login failing for multiple users	General Support	Open	Unassigned	in 32 min	in 3 h
Urgent	[Sample] VIP: Payment declined on renewal	Billing	Open	Unassigned	in 10 min	in 1 h
Medium	[Sample] How do I change my plan?	General Support	Pending	Alex Rivera	Met	in 8 h

Claim the next unassigned ticket from your active queues.

Close or resolve multiple tickets at once after a known incident.

Capture context for teammates without exposing it to the customer.

Primary workspace for support agents to triage tickets across queues, manage assignments, and stay ahead of SLA commitments.

Quick ticket capture

Primary workspace for support agents to triage tickets across queues, manage assignments, and stay ahead of SLA commitments.