View pending support requests
When a customer sends a support request, you can view it's details in the Pending Requests tab of the console. Select a request from the list and the associated customer's details are displayed in the right pane of the support console. If you are not the right person for that particular customer's issue, transfer the request to another technician, or mark it as urgent for all techs to see.
Click at the top of new requests to mark them as urgent. These requests are indicated in red, and are visible to everyone who has access to the queue.