No one likes to wait. When you triage simpler tickets into a different queue, it prevents customers with simple issues being kept left waiting. Tickets can either be manually tagged and filtered into another queue to be worked on, or you can create rules in your helpdesk to recognize simpler questions (like “how do I reset my password?”) and route them automatically. This is one way to organize your inbox to improve efficiency. There are many others! Try what works for you.