Use queues to triage requests for your agents

Customer requests become work items that your agents can view and work on in your service project. These work items are automatically filtered into default queues, which organize and display them as to-do lists based on priority or pending service level agreements (SLAs).

Project admins can edit or delete the default queues that come with a project, or create new queues that align with the way your team prefers to manage their work. Within each queue, you can see the work items that meet the filter criteria for that queue and you can use the search bar and additional filtering options to further refine the view of work items.

Setting up your queues helps to triage incoming requests and allows agents to quickly find and resolve the priority work items that are relevant to them.