Queue
A support queue is the ordered list of open tickets waiting for a response or action from the support team.
The queue is the work surface for support agents. It shows all open, unresolved conversations and is typically ordered by priority, SLA deadline, or arrival time. Agents work through the queue from top to bottom, picking up or being assigned tickets.
Queues can be shared (everyone works the same list) or split (agents have personal queues or queues by specialization). Most teams with more than two or three agents benefit from some queue segmentation to avoid agents working the same ticket simultaneously.
A growing queue is an early sign that volume is outpacing capacity. Queue management — triage, routing rules, and auto-assignment — helps ensure the right tickets reach the right agents without manual sorting.