A device receives a communication associated with a support issue encountered by a user, and receives information identifying one or more self-support actions performed by the user in relation to the support issue. The device assigns the communication to a position in a support queue. The support queue includes information identifying positions of other communications received from other users, when the other communications are received, and self-support actions performed by the other users. The device associates the information identifying the one or more self-support actions with information identifying the position of the communication and applies respective weights to the one or more self-support actions. The device generates a score for the communication based on applying the respective weights and modifies the position of the communication based on the score. The device performs one or more actions based on modifying the position of the communication.