Inbox

The inbox is your central hub for managing all customer tickets. It provides powerful filtering, sorting, and bulk actions.

Inbox Layout

The inbox has three main areas:

1. Sidebar - Quick filters and navigation
2. Ticket List - Scrollable list of tickets
3. Preview Panel - Quick view of selected ticket (optional)

Quick Filters

The sidebar provides instant access to common views:

Advanced Filtering

Click Filter to access advanced options:

Status

• Open
• Pending
• Escalated
• Solved
• Closed

Priority

• Urgent
• High
• Normal
• Low

Date Range

• Created date
• Last updated
• Custom range

Assignee

• Unassigned
• Specific team member
• Any team member

Tags

Filter by one or more tags

Sorting

Sort tickets by:

• Newest - Most recent first
• Oldest - Oldest first
• Priority - Highest priority first
• Last Updated - Recently active first
• Customer - Alphabetically by customer

Search

The search bar searches across:

• Customer email
• Customer name
• Subject line
• Message content
• Ticket ID

Search Syntax

from:customer@email.com       # By sender
subject:refund                # In subject
status:open                   # By status
priority:high                 # By priority
created:>2024-01-01           # By date

Combine terms:

from:customer@email.com status:open subject:billing

Keyboard Shortcuts

Ticket Preview

Enable the preview panel to see ticket details without leaving the inbox:

1. Click the preview icon in the toolbar
2. Select a ticket to see its content
3. Click Open to view full ticket

Collision Detection

When another team member is viewing the same ticket:

• You'll see their avatar on the ticket
• A warning appears if you try to reply
• Prevents duplicate responses

Bulk Selection

Select multiple tickets for bulk actions:

1. Check the boxes next to tickets
2. Or click Select All in the toolbar
3. Use bulk actions (assign, close, tag, etc.)

Customizing the View

Column Selection

Choose which columns to display:

• Customer
• Subject
• Status
• Priority
• Assignee
• Created
• Updated

Density

• Comfortable - More spacing
• Compact - More tickets visible

Preview Position

• Right panel
• Bottom panel
• Hidden