Your first week with the queue

Read the three tabs

New holds tickets nobody has picked up. Needs action holds tickets in progress or waiting on us. Awaiting customer holds tickets where the clock is paused because the customer owes a reply.

Let AI Sort order the work

AI Sort ranks tickets by how close they are to breaching, your priority weights, age and overdue customer updates. You can switch to priority, SLA, newest or oldest; the choice is remembered.

You’ll see: Each row shows response and resolution SLA status, an "update due" marker and a breach indicator. The queue refreshes itself every 30 seconds.

Open a ticket to own it

The first person to open a new ticket owns it, and the timeline says so. Teammates see who has it at a glance, so nobody doubles up. Use Assigned to me to see your share.

Trust the queue to heal itself

When someone has been away longer than the workspace threshold (90 minutes of working time by default), their tickets go back to the team, but only if someone else who works tickets is online. A customer reply to an absent agent's ticket is handed over at once.

Find anything with search

Press Ctrl or Cmd + K anywhere and search by ticket number, the customer's full email address, name or subject, including closed tickets.

Close junk quickly

Unsolicited pitches, newsletters and anything that is not a customer asking for help are filed under "Not a support request". Anyone on the team can use Mark as junk on the ticket and confirm; nothing is sent to the sender.