Keep IT support queues free of viewed conversations

IT staff see 'already viewed' conversations clutter support queues, risking SLA breaches. It removes 'already viewed' records on update so agents handle active tickets.

Overview

Cluttered queues with already-viewed conversations create SLA risk and distract agents from high-priority work. This workflow ensures 'already viewed' records are removed as updates occur, delivering clean queues so agents focus only on active tickets and avoid missed follow-ups.

Notable Features

Delete conversations flagged as viewed
Filter updates by status value
Keep agent queues focused