Our inbound emails are worked out of the Service Console. Messages coming in will end up in a Support Queue and then escalated/passed to different queues or technicians when appropriate. We receive several requests that are generated from a contact form. Additionally, our newer support agents will update case information (product, contact info, etc) and leave messages in the queue for more advanced agents to complete later.
I would love to have any of these details modify (maybe background or border color) how the entry appears in the case Queue. If it could alter the display so that we would know what product specialist needs should look at it, or if the message has been in the queue for over 12 or even 24 hours.
My theory is that maybe I can invoke a CSS template to make these be used for the specific display/color changes that I'm looking for. At the same time, I feel it might not be as simple as all of that.