The Agent Queue

The Agent Queue is where you find tickets to work on. You reach it from the Agent item in the navigation; the workspace heading reads Agent Workspace / Queue. This page calls it the Agent Queue for short. It covers reading the queue, narrowing it, the 250-ticket display limit, and saving a personal view.

Before you start

• You need View access to a department to see its tickets.
• You need Work access to change one. View on its own lets you read and nothing more. See Roles and access.

What the queue shows

The queue lists tickets you already have access to, and only those. The product works out what you can see first, then applies your filters to that set.

This means a filter can only ever narrow what you see. No filter, lane, saved view, or search term widens it. If a ticket you know about is missing, you do not have access to it — changing the filters will not bring it back. Ask the department owner to review your access.

The queue lists tickets only. Projects are listed in Projects. You can still find a ticket by its project reference or name, and manage its project link from the ticket itself.

The 250-ticket limit

The queue displays at most 250 tickets at a time.

That is a limit on the display, not a count of your work. When more than 250 tickets match, the product keeps the 250 most recently created, lists them by priority, and tells you the rest are not on screen:

Ticket window limited. Showing the first 250 tickets authorized ticket rows for this scope. Refine filters to narrow the queue before acting on tickets outside this displayed window.

The doubled wording — "250 tickets authorized ticket rows" — is what the product displays. It is quoted here exactly so you can match it against your screen. Do not read anything into it.

The two orders are separate. Which tickets survive the cut is decided by creation date, newest first. The order you then read them in is priority band first, then how much SLA time is left, then how long the ticket has sat untouched — the stalest first, not the most recently active. So the top row is the most urgent of the 250, not the newest.

When you see that message, narrow the filters until the message goes away. Until it does, treat what is on screen as a sample. Do not report the number of rows as the size of the backlog, and do not act on the queue as though it is the complete list.

The counts on the work-relationship tiles are counted separately and are not capped at 250. A tile can therefore show a larger number than the queue displays.

Three other places show the same 250 limit for the same reason: bulk operations can select only the first 250 tickets loaded, bulk project restaffing uses only the first 250 selected projects, and the audit log offers 250 as a page size. Elsewhere in the product, 250 means something unrelated.

Open and read the queue

1. From the navigation, select Agent to open the queue.
2. Read Current view. Unsaved filter set means no saved view is selected. An Unsaved changes badge means your current controls differ from the saved view you picked.
3. Pick a lane, or leave All lanes selected.
4. Decide separately whether to turn on Show closed tickets. No lane silently includes closed tickets.
5. Check for the Ticket window limited message before you act on anything.

Each row carries two labelled signals. SLA reads On track, Due, Breached, or No SLA, with the time remaining or overdue where the product knows it. Workflow reads the ticket's current status. Read them together: a ticket can be on track against its SLA and still be stuck in a status nobody is working.

Lanes

At Risk and Due Soon come from the SLA target on each ticket. They describe where a ticket stands against the target configured for it. They are not a promise to the requester about response time.

Narrow the queue

1. Open Queue controls.
2. Set only the filters you need. The controls cover ownership, department, service, category, status, status category, creation date, labels, ticket or project reference, and custom fields you can see.
3. Apply the filter set. A control you changed does nothing until it is applied.
4. Read the results, and the Ticket window limited message if it appears, before picking work.
5. Select Clear filters to go back to the default queue.

Focus on your own work

My queue involvement narrows the queue to tickets you have a relationship with. These are filters on your own account.

See Ownership and participants for what each relationship means.

Save a personal view

1. Set the filters, lane, and involvement tile you want.
2. Open Manage views.
3. Save the view under a short name that contains nothing sensitive.
4. Make it your default view if you want the queue to open with it.
5. Go back to the queue and check that Current view names it.

A saved view belongs to you. It is not a shared team dashboard. It stores the filters, not your access: the product rechecks what you can see every time the view runs. If your access changes, the same saved view returns fewer tickets. An explicit queue link or a filter handed to you can override your default view.

If it does not work

• The Unsaved changes badge is showing. Apply or clear the change before you treat the results as current.
• The Ticket window limited message is showing. Narrow the filters and read the smaller set.
• A ticket you know about is missing. Do not widen filters to test whether it exists. Ask an administrator to review your access.
• A ticket vanished after an access change. Do not use an old saved view or a direct link to reach it.
• A tile count does not match the rows on screen. Check the 250-ticket limit and your current filters first.
• The queue reports "Queue data could not be loaded from the current saved lens. Clear or adjust filters and try again." Do what it says — clear or adjust the filters. The rows and counts on screen were cleared with the failure, so nothing you are looking at is stale. "Saved lens" is the message's own wording for a saved view.
• An action on a ticket is refused, or the result is unclear. Reload the ticket and check your access before trying anything else.

Related pages

• Work a ticket
• Ownership and participants
• Roles and access
• Limits and scope
• Glossary