When support tickets come in, the ticket generally needs an action of some kind performed by a member of our team in order to close out the ticket. So for instance:

1) Customer Johnny Appleseed writes, "Hey the product I got from you guys didn't come with batteries, this is bleeping ridiculous!"

2) Our wonderful customer support rep Bethany responds, "No problem, we'll send those out right away!"

3) Bethany then assigns the ticket to our guy Jake in shipping to send out some batteries to Johnny.

The problem here is that poor Jake also has 10-15 other random issues to resolve that aren't as simple as "send batteries." And Jake can't prioritize his actions when all he sees are tickets coming in that he has to read through in their entirety to see what HE needs to do to close the ticket. (Notes work kind of ok in this regard, but still it's a lot of clicking and scrolling, time-sucking, demoralizing and overall de-engergizing.)

What Jake needs is a simple checkbox-like task list that he can prioritize to his liking. He needs to see this: