Sort the overnight queue and draft the replies
The agent groups new tickets, answers the repeatable ones and flags the rest for a person.
| ticket | account | category | action | owner |
|---|---|---|---|---|
| 4821 | Northwind | billing | draft reply | 17 |
| 4822 | Globex | login | escalate | 04 |
| 4823 | Initech | refund | draft reply | 09 |
38 grouped, 12 drafted, 5 escalated