Can I pick the email I want to answer from the queue?

The queue tab. Picking an email from the queue.

This option is only available if an Admin enables if for the queue.

While the primary way of working on an email is to be offered it and accept, some clients use another method, which is closer to the concept of a group inbox.

To see the list of messages waiting in a queue:

1. Click the Queues tab, to the right of Active. This option is only visible if an Admin has enabled it.

You will see a table of all messages waiting in queue, with headline information about each message. To pick a message from the queue:

1. Click the icon to the right of the message.

The email will immediately be accepted and moved to your Active tab. You can proceed with it as normal.