🧭Navigate the Inbox
Find out about the tiniest features of Inbox and how to use them.
Video Tutorial
Empty Inbox
This is what an empty inbox looks like.
There are several reasons you might have an empty inbox.
You don't have many visitors.
Your bots are doing a great job in resolving every query.
You forgot to add a Ticket Block in your user journey.
Be sure to revise your user journey once in a while.
Organise Tickets in Inbox
On the top-left corner of the inbox, you will see a drop-down menu, three icons, and a search bar.
You can toggle between All Assigned, Unassigned, All Closed, Bot, My Assigned and My Closed Tickets. You will see the Assigned tickets in your inbox by default.
To view the Closed tickets, click on the dropdown menu on top, select All Closed.
1. Ticket Queue
Next, you can select one of these six views from the drop-down menu.
By default, All Assigned contains the tickets assigned to agents. To view the tickets resolved by you, select My Assigned in the dropdown menu.
By default, the Unassigned view contains the tickets which have not been assigned to anybody. This can happen if you haven't set any smart ticket rules.
Tickets which has been closed by agents are in this queue
The conversations which are handled by Bot are separated in this queue.
In this queue, you can see the tickets assigned to you.
In this queue, you will see the tickets which has been closed by you
2. Filter Your Tickets
You can also filter your tickets based on the following criteria. Click the Filter icon to filter tickets.
Channels
Assigned Agents
Assigned Groups
Date
3. Private View:
You can now save filters you frequently use yourself. So that, you don't have to apply the same filter every time. To save a filter, click Filter from your inbox, select the fields you want to apply. Then click Save As View. You will now get your Private view. To access the filter view, goto Private View from the queue dropdown.
4. Sort Your Tickets
Sorting in your Inbox gives you more control and flexibility in managing conversations.
You can sort tickets based on Last Activity Time or Ticket Created Time, and choose whether to display them from Newest to Oldest or Oldest to Newest.
Sorting Options
When viewing your Inbox, use the Sort by dropdown to choose your preferred sorting method:
Last Activity Time – Sorts tickets based on the most recent message or update (agent or customer).
Ticket Created Time – Sorts tickets based on when they were first created.
Each option can be displayed in:
Newest to Oldest
Oldest to Newest
Default Sorting Preference
To make your workflow smoother, you can set your Sorting Preferences from Settings>Inbox Preferences. Once saved, your Inbox will automatically load using your preferred sorting every time you log in.
5. Search Your Tickets
This step is self-explanatory. Just put in your customer's name, email or phone number, and the results will appear. Feel free to add filters and sort your search results to find your desired outcome.
6. Pin Tickets
You can now pin tickets in your inbox in any queue. Just click the pin button in the bottom right corner of a ticket and it will be pinned and showed top of all tickets in that queue.
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