A support queue is basically the inbox for your support team. When a customer reaches out to your support team – via email, Twitter, Facebook, etc. – their message will pop up in the queue.
Your frontline support team spends most of their time in the queue, talking to your customers and helping them solve problems.
Customer service platforms like Kayako also make it possible to filter the queue into specific views, so your agents can easily see only the cases assigned to them, only cases with a certain priority, only cases from specific organization, etc.