My Queue
Triage and resolve issues.
Tickets
Support Inbox Triage
A support inbox for agents to triage tickets, collaborate, and stay on top of SLAs.
Queue Filters
Priority
InfoFilter by urgency to focus on what matters first.
live
Status
InfoQuickly switch between Open, Pending, and On Hold tickets.
live
SLA Risk
WarningHighlight tickets at risk of breaching SLAs.
live
My Queue
| Priority | Status | Subject | Requester | SLA Due | Age | Owner | Last Update |
|---|---|---|---|---|---|---|---|
| No rows to display. | |||||||
SLA Watchlist
Breached SLAs
DangerTickets that have already breached their SLA.
Updated 2 min ago
Due in < 1 hour
WarningTickets that will breach within the next hour.
Updated 2 min ago
Awaiting First Response
InfoNew tickets without an initial agent reply.
Updated 2 min ago
Quick triage views
Inbox
Primary inbox workspace where support agents triage tickets, monitor SLAs, and take quick actions to keep the queue healthy.
Ticket inbox
| Priority | Status | Subject | Requester | Assignee | Channel | First response due | Resolution due | Age |
|---|---|---|---|---|---|---|---|---|
| High | Open | Cannot access billing portal | alex@example.com | Unassigned | in 12 min | in 3 h | 8 min | |
| Normal | Pending | Question about SLA policy | maria@example.com | You | Web | met | in 6 h | 1 h 24 min |
| Urgent | Open | Production outage in EU region | ops@example.com | On-call | Chat | breached | in 25 min | 47 min |
Ticket quick actions
Assign to me
Claim the currently selected ticket and update assignee_id to your Agent record.
Set status & priority
Update status (Open, Pending, On-hold, Solved, Closed) and adjust priority based on impact.
Add internal note
Log context or handoff details as a private TicketNote visible only to agents.
Escalate
Flag the ticket for a specialist or team lead and apply the appropriate SLA policy.
Add internal note to selected ticket
Primary inbox workspace where support agents triage tickets, monitor SLAs, and take quick actions to keep the queue healthy.