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Queues: Set the default ticket action tab

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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.


  1. Go to Admin > Queues.
  2. Locate the queue you want to customize and click on its Edit () icon in the Actions column.
  3. Under the General tab, in the Default Ticket Action Tab panel, set your preferred default tab.
    • Reply Tab
    • Internal Note Tab
    • Transfer/Assign Tab
  4. Click the Save button.
Options in the Default Ticket Action Tab panel