My Queue
Triage and resolve issues.
Tickets
My Queue
Tickets assigned to you, prioritized by SLA and urgency.
Priority
Status
SLA
Channel
Tickets in My Queue
Triage Shortcuts
Bulk assign
Select multiple tickets and assign to an agent or group.
Bulk status update
Apply status changes to multiple tickets at once.
View escalation rules
See how SLA breaches trigger escalations.
Quick triage actions
View new tickets
Filter to tickets in New status to process the latest incoming requests.
Assign unowned tickets
See all unassigned tickets and route them to the right agent or team.
SLA at-risk queue
Jump straight to tickets that are close to breaching SLA.
Escalations
Review tickets that have triggered escalation rules and need lead attention.
Inbox filters
Primary inbox where support agents triage tickets, prioritize work, assign owners, and monitor SLA risk in real time.
Inbox
My workload snapshot
My open tickets
Tickets currently assigned to you and not yet resolved.
Waiting on customer
Tickets where you’re waiting for a customer reply.
Recently updated
Tickets you touched in the last 24 hours.