Comments
Thanks for engaging with this idea and for the valuable comments already shared.This behavior frequently causes confusion for Customer Service agents, especially those working primarily from queue‑based views in Customer Service Hub. Opening the Queue Item instead of the underlying Email or Case disrupts common support workflows and adds unnecessary steps during case handling.Providing a configurable option to allow the Record Set Navigator to open the underlying record directly would significantly improve agent productivity and reduce training overhead. This would make the experience far more intuitive for frontline support teams that rely heavily on queues in high‑volume scenarios.Appreciate the discussion and hope to see this considered for future enhancement.