Priority-sorted next-ticket queue so agents always know what to work on next

[asamawi]

Problem

When an agent finishes a ticket, they have to scan the open tickets list and decide which one to pick next. This creates two problems:

1. Inconsistency — different agents pick based on different criteria (some pick easy tickets, some pick the newest, some pick their favorite client's tickets)
2. Cognitive load — scanning and choosing wastes time and mental energy, especially when there are 20+ open tickets

There's no built-in way to present a single sorted queue that says: "This is the next most important ticket. Work on this one."

Proposed Solution

Add a "Next Up" or "Ready Queue" view that automatically sorts unassigned tickets by importance:

1. SLA urgency — tickets closest to breaching their SLA deadline come first
2. Priority — Urgent before High before Medium before Low
3. Age — older tickets before newer ones (at the same priority)

Features:

• A "Pull" or "Start Working" button on the top ticket that assigns it to the agent and changes status to active — one click
• Queue updates in real-time as new tickets arrive or priorities change
• Optionally integrates with ticket limits (Limit how many tickets an agent can work on at the same time #3181) — if an agent is at their limit, the Pull button is disabled

Why This Matters

When agents always work on the next most important ticket, the team naturally handles urgent/high-priority work first without needing a manager to assign work. This is especially valuable for:

• Solo operators — removes the decision fatigue of "what should I work on next?"
• Teams without a dispatcher — the queue replaces the need for someone to manually assign tickets
• SLA compliance — tickets approaching their deadline automatically rise to the top