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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.
Empty Inbox
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.
All Assigned
Unassigned
All Closed
Bot
My Assigned
My Closed
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.
  1. 1.
    Channels
  2. 2.
    Assigned Agents
  3. 3.
    Assigned Groups
  4. 4.
    Tags
  5. 5.
    Date
Your filter view does not affect how your agents or teammates see the inbox.
Filter

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.
Private View
  • This Private View will only be visible for you.
  • You can save at most 3 private view for yourself.

4. Sort Your Tickets

By default, the inbox view shows the latest ticket on top. You can click on the Newest Icon to toggle between the latest and the oldest view.

4. 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.

5. 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.
All agent can see the pinned tickets

Last modified 3mo ago