My Queue
Triage and resolve issues.
Tickets
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My Queue
Prioritize, triage, and resolve tickets assigned to you.
Filters
Tickets in My Queue
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At-Risk & Breached SLAs
3 tickets breached first response SLA
HighOldest breach: 1h 12m ago in Billing queue.
5 min ago
5 tickets at risk in your queue
MediumDue within the next 30 minutes. Consider re-prioritizing.
Just now
Triage shortcuts
My queue
Focus on tickets assigned to you and clear your personal backlog.
Unassigned & new
Quickly assign new tickets so nothing sits idle.
At risk of SLA breach
Prioritize tickets that are close to response or resolution deadlines.
High priority only
Filter to urgent tickets that need immediate attention.
Inbox
Primary workspace for support agents to triage incoming tickets, manage assignments and statuses, add internal notes, and monitor SLA health in real time.
Inbox filters
Primary workspace for support agents to triage incoming tickets, manage assignments and statuses, add internal notes, and monitor SLA health in real time.
Tickets
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Ticket details & collaboration (example)
Ticket summary
Show subject, requester, channel, and key metadata. Allow quick edits to priority and status.
Internal notes
Agents can leave private notes (TicketNote.is_internal = true) that are hidden from customers.
Public replies
Compose and send responses to the requester, with canned replies and signatures.
SLA panel
Display target response/resolution times and whether the ticket is on track, at risk, or breached.