Pick your Work Mode
In customer service, first-in doesn't always mean first-out. Countdown Mode helps prioritize tickets by displaying them based on when they're due. Tickets automatically move to their appropriate column, so agents can stay updated without having to hit the refresh button.
A ticket from a long-standing customer needs to be treated a little differently as compared to one from someone who's new to your brand. Agents can get this extra context from the Handshake Mode, where they can see exactly who has reached out.
At the end of the day, an agent's goal is to get tickets from 'Open' to 'Closed', delivering great customer service in the process. For this, there's Status Mode, where tickets are ordered by status, for agents who like to focus on moving tickets to the next step.
For agents who are comfortable with the traditional way of things, there's the LIFO Mode. As the name suggests, tickets are listed in a linear latest-on-top order in this mode.
Perhaps the strongest indicator that a ticket needs your attention is the ticket priority. Agents can now see their tickets organized by this factor, in the Priority Mode.