Start work in the console

Open Agent console.

• My work — your cases and high-priority ones.
• Queues — the shared team pool.

Before you take a case, check:

• request number,
• subject,
• status visible to the customer,
• priority,
• first-response deadline.

Available actions:

• Take — you take ownership of the case.
• Assign — you hand it to a colleague.
• Move — you send it to another queue.

Always set priority according to customer impact.