My Queue
Triage and resolve issues.
Tickets
My Queue
Tickets currently assigned to you, prioritized by SLA and urgency.
Filters
Priority
InfoP0 · P1 · P2 · P3
Updated just now
Status
InfoOpen · Pending · Waiting on customer
Updated just now
SLA state
WarningOn track · At risk · Breached
Updated just now
My tickets
| Priority | Status | Subject | Customer | SLA | First response due | Last update | |
|---|---|---|---|---|---|---|---|
| No rows to display. | |||||||
At-risk & breached SLAs
2 tickets breached first response SLA
CriticalHighest priority tickets need immediate attention.
5 minutes ago
5 tickets at risk in next 2 hours
WarningReprioritize your queue to avoid SLA breaches.
10 minutes ago
Inbox filters
All open
All tickets that are not resolved or closed, sorted by SLA urgency.
My queue
Tickets currently assigned to you, ordered by due time.
Unassigned
New tickets waiting for an owner. Ideal for round-robin or manual assignment.
At risk SLAs
Tickets with breached or near-breach SLA metrics that need immediate attention.
Ticket filters
Primary inbox where support agents triage tickets, manage assignments, update status, add internal notes, and monitor SLA risk in real time.
Inbox tickets
| Priority | Subject | Requester | Status | Assignee | Channel | SLA | Due | Last update |
|---|---|---|---|---|---|---|---|---|
| High | Cannot access billing portal | alex@example.com | New | Unassigned | At risk | in 1h 20m | 2m ago | |
| Urgent | Production outage in EU region | ops@example.com | Open | Jamie Lee | API | Breached | 15m ago | 5m ago |
| Medium | How to change account owner? | sara@example.org | Pending | You | Chat | On track | in 5h | 18m ago |
Ticket quick actions
Assign to me
Take ownership of the selected ticket and move it into your queue.
Add internal note
Capture investigation details visible only to your team, not the customer.
Reply to customer
Send a public response and update ticket status in one step.
Escalate
Flag the ticket for a specialist or team lead when it needs deeper attention.