MSP · MSP & Multi-Client
My queue
One work list across every client you cover.
3 min read
My queue is the work list for MSP owners, admins and techs: everything that needs you across the clients you cover — every client and your own workspace for owners and admins, your assigned clients for a tech — with the action on each row, so nobody has to visit every client in turn. It sits under Home in the sidebar with a badge counting critical work, stays reachable while you're inside a client, and is a tech's Home page. Read-only Users don't have a queue.
- 01
What lands on it
Open alerts for the rules ticked in your My queue column under Settings → Alerts → My notifications — device, certificate, Microsoft 365 sync and leaver rules by default — plus devices waiting on a retirement decision and what falls due within each client's lead time ("Due in N days"). If the queue leaves some open alerts out, it says how many and links to them on the Alerts page.
- 02
Use the summary tiles and filters
Four tiles across the top — Critical, Needs a decision, Assigned to me and Due in N days (Due soon when the organisations in your queue use different lead times) — show the counts and double as filters: select one to show just that part of the list. Below them, search by device, serial, person or client, filter by clients (pick several at once), types and assignee, and group rows by client or by type. Changing a filter or the search clears your selection.
- 03
Act on a row
Each row reads as the work first and the buttons second, with the next step on its button: Confirm a retirement, Retire a device whose retirement is planned (Retire now once its date has passed), Plan… one for a device at end of life, Resync or Reconnect a Microsoft 365 connection, or Open the item. Open an alert in place to see why it fired, acknowledge it with the tick (it stops the reminder emails; the row stays until the cause is fixed), snooze it — for a day, three days, a week or until a date — dismiss it as won't-fix, or assign it to anyone covering that client. Tick several rows to act on them together. Acknowledged and snoozed rows fold into a Parked band under each group. What you can act on follows your access to that client: a tech works only the clients assigned to them. The list works from the keyboard and with a screen reader.
- 04
See what's been done
The "N done this week" count at the top opens a list of the work closed off in the last 7 days, and who did it — yours and your colleagues'. Select it again to go back to the queue.