Prioritized work list

My Work list is a prioritized list of all personal tickets with the core statuses “New”, “Assigned”, “Open” or “Pending”.

Tickets in the list are sorted by Priority, followed by Waited since. The latter is a clock that starts or stops depending on a ticket’s status, and shows agents how long a customer has been waiting for a response. The clock is running if a ticket is set to one of the following core statuses: “New”, “Assigned”, “Open” or “Pending”. If a ticket’s status is set to “Pending – Customer”, “Resolved” or “Closed”, the clock stops and the ticket is removed from My Work.