The Now/Later toggle above your ticket list splits your Open tickets by who needs to act next, so your queue always shows what actually needs you rather than everything you’ve ever touched.
The Activity toggle
- Above the ticket list, find the Activity toggle with two buttons: Now and Later. It sits before the Open/Closed toggle, and only appears while you’re viewing Open tickets.
- Now shows tickets that need you — a brand-new ticket from a customer, or one where the customer just replied.
- Later shows tickets you’ve already answered and are waiting on the customer for, plus anything you’ve snoozed.
- Now is the default when you first sign in. Your choice is saved to your profile, so the console reopens on the same Now/Later view the next time you sign in.
How tickets move between Now and Later
- Sending a reply (or a scheduled reply going out) moves a ticket from Now to Later automatically — it’s waiting on the customer now.
- A customer reply moves it straight back to Now — even reopening it first, if it had been closed.
- Snoozing a ticket moves it to Later without sending anything, and it returns to Now on its own once the wake time passes (see “Snooze a ticket until later”).
- There’s no manual “move to Now” action — the only ways a ticket returns to Now are a customer reply, or a snooze’s wake time passing. If you want to act on a Later ticket sooner, just open it from the Later view; everything in it is current, only its Now/Later placement hasn’t changed yet.
Combine it with the other toggles
Activity sits alongside two more toggles in the same toolbar: Open/Closed and All/Mine. Set Now + Mine to see only the tickets that need you personally, right now. Switching to Closed hides the Activity toggle entirely, since closed tickets aren’t waiting on anyone.