The Default Ticket Action Tab setting lets you choose which of the action tabs (Reply, Internal Note, or Transfer/Assign) is loaded by default when you open the ticket answer page for tickets within the queue. For example, when Internal Note is set, any time a user opens the ticket answer page for tickets within the queue, they will see the Internal Note tab by default -- instead of the system-default Reply tab.
- Go to Admin > Queues.
- Locate the queue you want to customize and click on its Edit () icon in the Actions column.
- Under the General tab, in the Default Ticket Action Tab panel, set your preferred default tab.
- Reply Tab
- Internal Note Tab
- Transfer/Assign Tab
- Click the Save button.