Managing Your Inbox
Your inbox is where all customer support tickets live. Learn how to navigate and manage it effectively.
Inbox Overview
The inbox shows all your support tickets in one place. Each ticket displays:
- Customer email and name
- Subject line
- Status badge (Open, Pending, Closed)
- Priority indicator
- Assigned agent
- Time since last message
Filtering Tickets
Use the filter bar to find specific tickets:
- Status: Show only Open, Pending, Closed, or All tickets
- Assigned To: Filter by agent or show unassigned tickets
- Search: Find tickets by email, subject, or ticket number
Understanding Ticket Counts
- Open (Red badge): Needs your response - prioritize these!
- Pending (Yellow badge): Waiting for customer - no action needed
- Closed (Gray): Resolved tickets
Quick Actions
From the inbox list, you can:
- Click a ticket to open it
- See at a glance which tickets need attention
- View customer order information (if linked)
Tips for Inbox Management
- Work through Open tickets first - Customers are waiting
- Don't let Pending pile up - Follow up on old pending tickets
- Use filters during busy times - Focus on one status at a time
- Search by ticket number - Quickly find specific tickets