Support queues and triage
See the work that needs attention in the view you actually use.
Use built-in, team, channel and saved queue views with focused filters for status, priority, source, tags and approaching response targets.
A useful queue makes the next review decision clear.
A single list of every ticket does not tell the team where to begin. Queue views separate personal work, unassigned requests, live website conversations and waiting or solved cases. Choose the view for the question you are answering. Seeing fewer rows can be useful, but only when the team also knows which work the current filters deliberately leave outside the view.
Start with the operational question.
Use my work for assigned active cases, unassigned for new and open requests without an assignee, and pending for waiting work. Due-soon and breached views focus on configured targets. Team and channel views narrow work by its actual assignment or intake route. These distinctions help organize a review, but do not themselves allocate staffing or automatically accept responsibility for each request.
- Built-in, team and channel queues for distinct review tasks
Narrow the list with explicit filters and sorting.
Filter status, priority, source and tags, then sort by updated time, due time, priority or creation. Search by ticket number or subject; an email-address query looks for the requester's address. Verify filters when an expected case is absent. A filtered queue is a working subset, not proof that no other customer requests exist or that a colleague has cleared all incoming work.
- Focused filters, requester lookup and practical sorting
Respect visibility when sharing a queue view.
The list and counts are calculated under the viewer's ticket visibility. A saved or shared view does not grant access to hidden teams or tickets. Two colleagues may therefore have different permitted results for a similar view. Review the actual ticket after selecting it, especially when assignments or statuses have changed since the list was opened. A queue organizes access to work; it is not the whole customer conversation.
- Visibility-aware counts and views that do not grant extra access
A concrete workflow
Choose view
Start with the kind of work being reviewed.
Filter
Apply only the status, priority and source filters needed.
Inspect ticket
Read the current conversation and responsibility before acting.
Review exclusions
Confirm who checks work left outside this queue.
An illustrative working example
Illustrative scenario: the morning support review
A team lead opens unassigned work, filters urgent requests and assigns the appropriate cases. Next, a due-soon view shows which configured response targets need attention. Pending work is reviewed separately to avoid hiding customer dependencies behind an empty personal queue. The team tests the same review with an agent and a viewer, confirming that counts follow each person's visibility and that selecting a view does not create extra rights.
Questions about this topic
Does a shared view reveal private tickets?
No. Ticket visibility is applied independently to the results and counts.
What does unassigned include?
New and open requests without an assignee, within the reader's visible work.
Can I search for a requester's email?
Yes. An email-address query looks for the requester's address; ordinary text searches number or subject.
Do due views guarantee a timely reply?
No. It shows configured targets. Your team still needs staffing, ownership and actual response work.
Explore connections around this workflow.
Ideas for intended connections. Check the actual availability, permissions and supported data for each app before using a scenario.
Zendesk
Application concept: Compare the purpose of a Zendesk queue with the exact statuses and ownership filters used in Tsumira.
Intercom
Application concept: Separate Intercom live-conversation review from pending support work when defining the team's queue routine.
Microsoft Teams
Application concept: Plan a Teams morning-review handover that identifies which queues were checked and which work remains outside them.