A busy queue hides the one ticket that really matters. The urgent issues panel reads your open tickets and surfaces the ones that look serious — rated critical or high — so the important thing is not buried under the routine.
What it looks for
- Language that suggests something is broken rather than confusing.
- Customers who are getting angry, or repeating themselves.
- Problems that sound like they affect more than one person.
- Tickets that have been waiting too long for what they contain.
It is a prompt, not a verdict. Dismiss anything that is not actually urgent — a dismissed issue stops being raised, and the list stays worth reading.
Working it
- Look at the panel at the start of the day and after lunch.
- Open anything critical first, whatever else is in your queue.
- Reply — even "we have seen this and are on it" resets a customer's patience.
- Dismiss what is not urgent so the panel keeps meaning something.
IT DOES NOT REPLACE READING YOUR QUEUE