Incident settings live at Settings → Incident Management.
The Default Triage Group is where unrouted incidents land.
When no default is set, new incidents land in the global triage queue.
The page warns you when incidents are sitting unrouted.
The Default Triage Group
When an incident comes in without being routed to a specific handling group, it needs somewhere to go. The Default Triage Group is that destination: set it, and every unrouted incident is assigned to that group automatically, ready for someone there to triage.
To set it, open Settings → Incident Management and choose the group you want unrouted incidents to fall to. Pick a group that is set up for incident handling and is actively monitored, so incidents are picked up promptly.
When no default is set
If you have not set a Default Triage Group, new incidents land in the global triage queue instead. They are not lost, but they are not assigned to anyone either, so they rely on an admin checking the queue. The settings page warns you when incidents are sitting unrouted, which is your prompt to set a default.
Set a default early: Setting a Default Triage Group is the simplest way to stop incidents stalling in the global queue. If reports are going unnoticed, this is usually why.