# Navigate the Inbox

### Video Tutorial

{% embed url="<https://www.youtube.com/watch?index=5&list=PL_EdxcvIGFEagxlG7c7rMCg62UA9pPdMk&v=S8IFMds4ek8>" %}

## Empty Inbox

This is what an empty inbox looks like.

![Empty Inbox](/files/yjutAp6HZESuiqBGxPQr)

There are several reasons you might have an empty inbox.&#x20;

* You don't have many visitors.
* Your bots are doing a great job in resolving every query.
* You forgot to add a [**Ticket Block**](/chatbot-automation/chatbot-blocks/action-blocks.md#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.&#x20;

![](/files/EBy3RqrvHvEfjeySfkoz)

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.&#x20;

To view the Closed tickets, click on the dropdown menu on top, select **All Closed.**&#x20;

### 1. Ticket Queue

Next, you can select one of these six views from the drop-down menu.

{% tabs %}
{% tab title="All Assigned" %}
By default, All Assigned contains the tickets assigned to agents. To view the tickets resolved by you, select My Assigned in the dropdown menu.
{% endtab %}

{% tab title="Unassigned" %}
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](/inbox/manage-tickets/smart-ticket-assignment.md#how-to-create-smart-assignment-rules).
{% endtab %}

{% tab title="All Closed" %}
Tickets which has been closed by agents are in this queue
{% endtab %}

{% tab title="Bot" %}
The conversations which are handled by Bot are separated in this queue.&#x20;
{% endtab %}

{% tab title="My Assigned" %}
In this queue, you can see the tickets assigned to you.
{% endtab %}

{% tab title="My Closed" %}
In this queue, you will see the tickets which has been closed by you
{% endtab %}
{% endtabs %}

### 2. Filter Your Tickets

You can also filter your tickets based on the following criteria. Click the Filter icon to filter tickets.

1. Channels
2. Assigned Agents
3. Assigned Groups
4. [Tags](/inbox/manage-tickets/tag-ticket.md)
5. Date&#x20;

{% hint style="info" %}
Your filter view does not affect how your agents or teammates see the inbox.
{% endhint %}

![Filter](/files/eDqs7LCLqVm2KPS2m7NZ)

### 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.

<figure><img src="/files/zFTjJPHEDC2gVV3P5Gh9" alt=""><figcaption><p>Private View</p></figcaption></figure>

{% hint style="info" %}

* This Private View will only be visible for you.&#x20;
* You can save at most 3 private view for yourself.&#x20;
  {% endhint %}

### 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**.

<figure><img src="/files/F4dXkNbKZ3hRv3S7Jx36" alt=""><figcaption></figcaption></figure>

#### 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.

<figure><img src="/files/a7DFYIToFyZ6LMoH9vYK" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
The preference is set for you only and doesn't impact others.
{% endhint %}

### 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.

<figure><img src="/files/94Pb6M610C0C7laX3esF" alt=""><figcaption></figcaption></figure>

### 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.&#x20;

{% hint style="info" %}
All agent can see the pinned tickets&#x20;
{% endhint %}

<figure><img src="/files/RogWM81nsy0Ah0B8MTKW" alt=""><figcaption></figcaption></figure>


---

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```

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