Overview
Preserve cases in queue with priority, SLA, waiting state, reminders, escalation policy, and later assignment.
Problem
Service requests need durable ownership and SLA visibility even before an agent can accept them.
Solution
Create the case first, retain it in the appropriate queue, track SLA and backlog state, and assign it as capacity becomes available.
How it works
Waiting cases remain visible to supervisors, participate in SLA attention and routing workers, and can be picked up manually or assigned automatically according to routing policy.
Who is this for
Support Manager
Operations Lead
Expected outcomes
- Durable backlog visibility across off-hours and capacity peaks
- Consistent SLA and routing state before assignment
Key metrics
Security impact
- Queued case, backlog, routing, assignment, and SLA attention metadata · PII: yes where requester, conversation, attachment, identity, or case context contains personal data
Compliance
- Workspace permissions, Agent Desk resource authorization, visibility policy, audit, retention, and legal-hold controls
Availability & next steps
Free
Team
Pro
Enterprise