When an Agent uses the home navigation to 'Tickets' they will be met with a list of all Tickets relating to them in any way, whether it's a Ticket assigned to them or one assigned to their Team. They will all be found here in a list.
An agent will be able to see their own tickets, and their own system default queues. A Queue is a defined list of Tickets which are either from the default system ones or can be queues which you have customised. The default Queues that all Agents will have to start with are; Pending, Assigned to you, Watching, Waiting for my Teams, Created by you, and any tickets in a support team that you are part of.
Pending queue is the first queue you will see and this if the one first to action. These are tickets which are new or are waiting for an agent response.
Unresponded - these tickets are the ones that have not yet been responded to.
Unassigned - these tickets are those which have not been assigned to an Agent or Team yet.
Next SLA - sorts the ticket list by which SLA target is coming up next.
Helium Powered - sorts the ticket list by how much Helium the ticket has. For more information on Helium see here.
Created by you is a queue complete with all tickets created by you as agent.
Assigned to you is a queue full of tickets which are currently assigned and waiting for the agent to respond to.
Watching is a queue a tickets that the agent is watching, either ones they have manually added to as a watcher or one they have themselves created or replied to.
Waiting for my Teams is a queue full of tickets which are currently assigned and waiting for an agent in one of your teams that you are a member of to respond to.
Created by your Organisation is a queue complete with all tickets created by your organisation.
Waiting for my Org these tickets are those tickets that are waiting for an agent within your organisation to action.
Custom Queues - If you have setup any custom queues this is where they will show.
You can create as many queues as you require and can customise your Dashboard to display the queues that are relevant per User or per Team. See more on Queues and Dashboards.