When a support request is received, navigate to the Pending Requests tab of Sessions menu, click the Ellipsis icon and select Transfer. Then select a Transfer Queue, Department or Technician to handle the request. Optionally add a Transfer Comment or mark the request as urgent and click OK to transfer the request.
From the Pending Requests tab, you can also click the incoming support request to view its options in the right navigation window. Click the Urgent Flag to mark the request as Urgent and move it to the top of the Pending Requests list.
Click Transfer, select a Transfer Queue, Department or Technician to handle the request, then click OK to transfer the request.
and select Transfer.
to mark the request as Urgent and move it to the top of the Pending Requests list. 
