Inbox Overview#

The Unified Inbox brings all your customer conversations into one organized workspace. Never miss a message and ensure every customer gets a timely response.

Key Features#

Unified View#

See messages from all channels in one place:

• Live chat conversations
• Email inquiries
• Form submissions
• Social media messages (coming soon)

Ticket Management#

Organize and track every conversation:

• Status tracking: Open, Pending, Resolved, Closed
• Priority levels: Low, Medium, High, Urgent
• Custom fields: Add data specific to your workflow
• Tags and labels: Categorize for easy filtering

Assignment & Ownership#

Ensure accountability:

• Assign tickets to specific team members
• Track who's working on what
• Balance workload across the team
• Set up auto-assignment rules

SLA Management#

Meet your service commitments:

Define SLA Policies#

Priority: High
First Response: 1 hour
Resolution: 4 hours
Business Hours: Monday-Friday, 9am-6pm

Track Performance#

• Visual SLA countdown timers
• Automatic escalation when approaching breach
• SLA breach notifications
• Historical SLA compliance reports

Workflow Features#

Views & Filters#

Create custom views for different needs:

• My tickets: Assigned to you
• Unassigned: Needs attention
• High priority: Urgent issues
• By tag: Specific topics

Bulk Actions#

Handle multiple tickets efficiently:

• Assign to team member
• Change status
• Add tags
• Send bulk replies

Internal Notes#

Collaborate without customers seeing:

• Add notes visible only to your team
• Mention colleagues for input
• Document investigation steps

Collaboration#

@Mentions#

Loop in teammates:

@sarah Can you check the billing system for this customer?

Linked Conversations#

Connect related tickets:

• Link duplicates
• Reference previous issues
• Track customer history

Analytics#

Monitor your support operation:

Next Steps#

• Ticket Management - Deep dive into workflows
• SLA Configuration - Set up your policies