Two settings control what shows up in your queue: Difficulty, available to everyone, and Training Focus, which needs Pro, a teacher account or classroom enrolment. Both live in Settings, under Preferences.
Difficulty
Open the profile menu, select Settings, then Preferences, then Difficulty. The options are Auto, Easy, Medium, Hard and All.
Auto is the default behaviour and it changes as you go, keyed to your lifetime resolved count:
| Tickets resolved | What you get |
|---|---|
| 0 to 9 | Easy only |
| 10 to 24 | Easy and medium |
| 25 to 49 | Medium and hard |
| 50 or more | Everything |
The stages overlap on purpose. A hard cut from all-easy to all-medium would feel like a different product between two tickets.
Picking a specific level switches the auto-ramp off. Choosing Auto again turns it back on.
Difficulty changes your points
The setting screen states the multipliers: Harder tickets earn more points (Easy 0.8×, Hard 1.5×).
- Easy pays 0.8x
- Medium pays 1.0x
- Hard pays 1.5x
- All pays 1.0x
Auto also pays 1.0x. It is not penalised for starting you on easy tickets: the ramp already scales your points through the mix of tickets it gives you, because easy tickets carry fewer base points to begin with.
Training Focus
On a Pro, teacher or classroom account, the same Preferences panel carries Training Focus, which picks which categories appear. On a free account the control is not shown at all. There are six categories:
- Network, covering VPN, WiFi and connectivity
- Hardware, covering printers, displays, USB, peripherals and battery
- Software, covering apps, Company Chat, Office Suite and application errors
- Access, covering Directory, permissions, groups and IAM
- Security, covering identity verification and social engineering
- Email, covering mail, mobile email and mail server configuration
Turning a category off keeps that kind of ticket out of your queue.
The description reads Choose which ticket types appear in your queue and AI calls. It affects voice calls too, not just the queue.
The Analytics page also breaks your resolved tickets down by category, which is the natural companion to this setting. The two groupings are close but not identical, so do not expect the rows on Analytics to map one-for-one onto these six switches.
Your queue will not run dry
Both filters fall back to the full pool rather than handing you an empty queue, so narrowing your settings cannot leave you with nothing to work on. If the queue looks short, the daily limit is the more likely cause. See Daily limits and when they reset.