Run a support queue your agents help triage

Run a support queue where agents help triage — read incoming tickets, set status, and work the issue in the ticket's conversation — so nothing sits untouched.

What you'll use

The Tickets app for the queue (open → triaged → resolved), plus an agent you point at it. A ticket is a tracked work item with its own statuses, roles, and a linked conversation.

Steps

1. Open the Tickets app (/app/tickets). Incoming tickets land as Awaiting Triage; each has a requester, can have an assignee and watchers, and carries a priority you manage in the UI.
2. Work tickets through their lifecycle — open → assigned → in progress → waiting on customer → resolved → closed (reopen if needed). Status changes are tracked, so the queue's state is always accurate.
3. Bring an agent in: give your triage agent the tools to read tickets and apply status, and have it act in each ticket's linked conversation — summarizing the issue, proposing a fix, or routing to the right person.
4. Want it hands-off? Wire a small automation that fires when a ticket's status changes (post to the conversation, notify the requester) and let the triage agent pick up new tickets automatically.

Result

A support queue that humans and AI run together: people set priorities and make calls, the agent does first-pass triage and keeps tickets moving. Everything is tracked — who requested, who owns it, what status, and the full conversation trail.

The triage queue and statuses are built in; the automatic "agent picks up new tickets" piece is a quick per-workspace setup (an automation on status change + your triage agent), so you can tune it to your process.