Cases and queues
Find the cases that need you first.
For: Agents and supervisorsSteps
- Open Care → Cases. My cases shows what is assigned to you.
- Switch queues on the left: My teams, Unassigned, At risk, Breached, Pending and more. Each shows a live count.
- Search by case number, subject or customer, and filter by priority or category.
- Each row shows the SLA badge with a live countdown: on track, at risk, breached or paused.
- Switch to the board view to move work across Open, Pending and Resolved.
- Select several cases to assign them to yourself or change status or priority in bulk.
- Filter the queue and select Save view to keep it under My views; share it with your team if you like.
Good to know
- Keyboard: j and k move between rows, x selects, Enter opens.
- Care → Queues shows open, at-risk and breached counts by team and agent.
- Saved views keep their filters — open one any time from My views.
Still need help? Contact support