It would be really useful to our agents to be able to customise the summary/overview page of their own queues.
For example, it would be useful to specify that tags (for example) are visible on the overview page, and maybe that 'pending' tickets are coloured slightly differently so that at a glance the agents can prioritise without clicking each one or without adding an additional filter.
We previously used Desk.com and although we prefer Freshdesk on every other level, the way that Desk.com handled the ticket overview page was very engaging for the agents, using different colours and giving admins the option to customise what information what shown.
