🧭Navigate the Inbox

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.

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

5. 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

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.