Home For TMCs Work queue: the tasks your team handles on your storefront's orders

Work queue: the tasks your team handles on your storefront's orders

Last updated on Sep 28, 2026

The Work queue gathers everything your team needs to act on: ticketing deadlines, paid orders that are not yet ticketed, stuck cancellations, flight disruptions, declined payments, and tasks you add yourself. Tasks are ordered by urgency, and many close themselves when the problem clears.

Where to find it

Agency Dashboard → Work queue (/app/work-queue).

How to read the queue

  1. Choose a tab: Mine, Unassigned pool or All. Each tab shows how many tasks it holds.
  2. Tasks are grouped by due date into Overdue, Due today, Later, No due date and Closed. Several tasks on one order are grouped under "Order {order}" and can be closed together with Close all {n}.
  3. The columns are Kind of work, What needs doing, Order, Assignee, Due and Action (Take it, Open order, In the pool).
  4. When tasks are overdue, a banner shows "{n} past their due date". Click Show only those to see just them.

Kinds of work

Ticketing time limit, Paid, not ticketed, Cancellation stuck, Hotel status check, Flight disruption, Ticketing failed, Payment declined, From the activity feed and Written by hand.

A new automatic task goes to the order's manager, or to the Unassigned pool if there is none. When the problem clears, the task closes itself with "Closed automatically: {reason}", for example "Issued", "Service cancelled", "Trip date passed", "Order closed" or "Problem went away".

Priority and SLA

  • Each task gets a priority from P1 to P4. It depends on the kind of work, how soon the traveller departs, whether the traveller is VIP and whether the SLA is breached. The reason is shown, for example "departs in {n} h", "VIP traveller" or "SLA breached". VIP tasks come first.
  • The SLA clock reads "SLA in {span}", "SLA breached {span} ago" or "SLA paused". It pauses while a task is waiting for the traveller or the supplier, or is snoozed.
  • SLA targets are shown on SLA settings in the queue header.

How to work a task

  1. Click a task to open its panel.
  2. Click Take it to make it yours, or use Hand it to to give it to a colleague in your team, to Me, or back to the pool (Unassigned — leave in the pool).
  3. Set the State: New, In progress, Waiting for the traveller, Waiting for the supplier, Done or Snoozed. To snooze, pick Until and optionally add Why (optional).
  4. Change the Due date if needed, and note What was done.
  5. To finish, click Close it or use a quick answer: Done in the order, No longer needed, Duplicate of another task, The client handled it.
  6. Open order takes you straight to the order. History ({n}) shows everything that happened to the task.

To reopen a closed task, change its state again.

How to add a task yourself

  1. Click Add a work item.
  2. Describe what needs doing.
  3. Always fill in Order number (optional) with the order number. That is what places the task in your queue.
  4. Save. The task appears as Written by hand.

How to handle many tasks at once

Tick the tasks you need ("{n} selected") and choose Assign to…, Snooze… or Close…. This works for up to 200 tasks at a time.

How to filter

  • State: Still open, Any state, or Closed — the archive (your closed tasks);
  • Kind: Any kind of work or a specific kind;
  • Overdue only;
  • Clear filters to reset.

Incidents and playbooks

When 3 or more open Flight disruption or Ticketing failed tasks share the same cause, a banner offers Open playbook. From there you can handle them together, for example hand them all to one owner or mark them all as waiting.

Queue metrics

Click Queue metrics in the header. Choose Last 7/30/90 days to see Open now, Past due now, In / out, Closed within SLA, First reaction (median) and Time to close (median), broken down By kind of work and By person.

FAQ

I added a task but can't find it. Where is it? Make sure you entered the order number when you added it. Tasks linked to an order of your storefront appear in your queue.

Where are closed tasks? Set State to Closed — the archive.

Why did a task disappear on its own? Many tasks close themselves when the problem clears, for example when the ticket is issued. You'll find it in the archive with "Closed automatically: {reason}".

Who gets a new automatic task? The order's manager. If the order has no manager, it goes to the Unassigned pool.

Does waiting for the client count against the SLA? No. The SLA clock pauses while a task is Waiting for the traveller, Waiting for the supplier or Snoozed.

Where can I see our SLA targets? On SLA settings in the Work queue header.

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Still have questions? Message us in the support chat or at support@travel-code.com.