Guides

How to use: Open the Triage queue to see all new, unprocessed items that need classification. Review each item starting from the top of the queue. Read the item's basic information—subject, source, customer name, and initial description. Determine the urgency level by assessing whether it requires immediate attention, can wait a few hours, or is routine. Click on the priority dropdown and select "Urgent," "High," "Normal," or "Low." Categorize the item by selecting the appropriate type from the category menu—such as "Sales Inquiry," "Technical Issue," "Billing Question," or "General Information." Assign the item to the right person or team by clicking "Assign To" and choosing from the list based on expertise and current workload. Add initial notes or context that will help the assignee understand the situation quickly. If an item is spam or irrelevant, click "Dismiss" or "Mark as Spam" to remove it from the queue. Convert items into the appropriate format—click "Create Ticket" for issues requiring follow-up, "Add to Sales Pipeline" for sales opportunities, or "Forward to Team" for general inquiries. Set due dates for time-sensitive items so assignees know the expected turnaround time. Use quick filters to show only items from specific sources or types if the queue is overwhelming. Work through the queue systematically to ensure nothing sits unprocessed for too long. Check the triage dashboard to see how many items are processed per hour and identify bottlenecks.