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 a toolbar for search and filters, followed by the ticket list. The list has sortable headers for Subject, Priority, and Updated.

Filtering

Use the toolbar controls to filter the ticket list:

Status

Choose Active, an individual status, or All.

Priority

Choose a priority or All Priorities.

Source

Choose a source or All Sources.

Assignee

Choose All Assignees, the AI Agent, or a specific team member.

Sorting

Use the sortable column headers to sort by:

• Subject
• Priority
• Updated

Search

The search bar searches the ticket subject, customer name, and customer email. It also matches a hexadecimal prefix of the ticket ID. Use the toolbar filters for status, priority, source, and assignee; searches do not inspect ticket messages or interpret field syntax.

Bulk Selection

Select tickets from the list for bulk actions:

1. Check the boxes next to tickets
2. To select every visible ticket on the current page, use the Select all tickets on this page checkbox in the list header.
3. With tickets selected, choose an available bulk action:
   • Close
   • Escalate
   • Assign to...
   • Change priority
   • Add tag