Use Support queues, filters, and saved views for daily triage. Open a thread to manage ownership, priority, status, labels, customer replies, and internal context.

Find work

  • Use My threads for work assigned to you.
  • Use Not assigned for ownership triage.
  • Use All threads to search and filter the complete queue.
  • Open saved filters from Views.

Manage a thread

  1. Assign one teammate when the thread has a clear owner.
  2. Set Urgent, High, Normal, or Low priority.
  3. Apply labels and update the status as the customer workflow changes.
  4. Reply to the customer, add an internal note, create a task, or start a discussion.
  5. Use Paused for later for snoozed work and Done when no response remains.

Manage labels, account tiers, and tasks from their own Support pages. Tiers are metadata-matched; they are not manually assigned from the inbox and do not automatically set thread priority.

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