My threads

By default, the "My threads" view will list all threads that are assigned to you and that are in a "Todo" status .

You can extend this view by adding filters that will appear alongside your assigned threads, allowing you to immediately view any threads that are relevant to you.

Setup

To setup a personal queue you'll want to navigate to "Settings" and then "Members". Here you can click on your own user to view your personal queue filter settings.

Queue filters

A personal queue consists of any number of thread filters. The personal queue will always contain "Assigned to me" so that you don't miss any threads that are assigned to you, regardless of if they match any of the following filters or not. The remaining filters are then joined together to generate your resulting list.

For example, if your customer support team organizes their agents by customers, or tiers of customers, you can set your personal queue to only show "Threads I'm assigned to & threads from Acme LLC" or "Threads I'm assigned to & Premium Support Customers".