View pending support requests
In the console, when a customer sends a support request, you can view its details in the Pending Requests tab under 
for Devices. 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 and move them to the top of the list. These requests are visible to everyone who has access to the queue.