It would be nice to be able to update the status of a ticket that is in one of your queues from the My Queues view.  That would allow for a ticket to be put in progress without actually having to open the ticket itself.

Hi @Joe Ripari,

Please try to explain, how can you start working on the ticket without reading the content of it.

If you want to change the status for all tickets to 'In progress' as soon as those tickets are added into your Queue, then this can be done by creating workflow which will do it. For more details how to create workflows please check out the following training video.

 

When you are in the My Queues view there is a status column it would be nice to be able to change the status from the screen shot below in the form of a drop down menu.

 

Thank you for your suggestion, we will consider the possibility to introduce it into a future.