Working with Inbox

The Inbox is the operator's main screen. Customer requests from every connected channel — Telegram, VK, WhatsApp, the website widget, email, BillManager and the API — arrive here as tickets. The list updates by itself, without reloading the page (see Real-time updates).

The ticket list

Each row shows the customer's name (with the channel icon on the avatar), the last message marked “Client:” or “Operator:”, the status and badges: priority, department, customer language, SLA timer. “Yours” means the ticket is assigned to you; a snoozed ticket shows when it comes back; ★ with a number is the customer's rating.

• A blue dot — a new ticket (status “New”).
• An amber stripe and a pulsing dot — the customer wrote again after an operator's reply and is waiting for an answer.

You can hide badges you don't need in Profile → “Ticket list display” — the setting is stored in this browser. The list holds up to 500 tickets in the chosen order; the total is shown in the header. On a wide screen the list stays to the left of an open ticket: drag its edge to resize it, and if you narrow it all the way, only the avatars remain.

Filters and sorting

Above the list are the status chips:

• “All” — every ticket except those moved to sections (see below).
• “New” — new tickets plus any unclosed ticket where the customer wrote last and hasn't had a reply yet. Snoozed and resolved tickets aren't included.
• “Active” — tickets with the “In Progress” status.
• “Snoozed” — tickets with the “Snoozed” status.
• “Closed” — tickets with the “Closed” status.
• “Mine” — works together with any status chip and keeps only the tickets assigned to you.

Tickets with the “Open” and “Resolved” statuses are listed under “All”; for a separate list, create a view (below). If the project has departments, a row of department tabs appears under the header: all departments first, then yours (the owner and admins get every department).

Next to the search box is the sort menu: “By last client message” (default), “By last activity”, “By creation date”, “By priority”, “By SLA”. Picking the selected option again flips the direction (“Newest first” ↔ “Oldest first”). Your choice is saved to your account.

Search

The “Search tickets...” box looks through the ticket subject, the customer's name, username and email, and the text of every message in the conversation. With several words, a ticket matches only if it contains each of them. A single word also finds a ticket by its number, e.g. #0b68de5b. Matches are highlighted, and instead of the last message the row shows the fragment where the match was found.

Ctrl+K (Cmd+K on a Mac) doesn't search tickets: it opens the command palette for jumping between sections.

Views and sections

On a computer, with the sidebar expanded, there's a list of views under “Inbox”. The first entry takes you back to the full list, and the button at the bottom creates a new view. There are two kinds:

• Filter — a saved set of conditions: status, priority, channel, SLA (breached or within target), tags, no reply for more than N hours, only mine, unread only.
• Section — a manual queue. A ticket gets there through the move-to-section button in the ticket header and disappears from the main list; the same menu brings it back.

A view is shared with everyone in the project by default; clear the sharing checkbox to keep it to yourself. Only its author can edit or delete a view. Each view shows how many tickets it holds, refreshed once a minute.

Bulk actions

The “Select” button above the list turns on selection. Tick the tickets (the circle on the left ticks them all) and apply an action: “Assign” to an operator, “Close” or “To Department”. “Clear Selection” turns selection off. “Close” works on any ticket. “Assign” and “To Department” work only on your own and unassigned tickets (the owner and admins can use them on any): colleagues' tickets are skipped, the rest go through, and the notification shows how many were done and why the others were skipped.

Header buttons

On the right of the Inbox header: the number of matching tickets; the board button with the grid icon, which opens the tickets by status (see Kanban board); the speaker, which turns the new-message sound on or off in this browser; the eye, which toggles streamer mode (see Streamer mode); and the Wi-Fi icon, which shows the state of the real-time connection. If you open a customer's tickets from Contacts (“View Tickets”), a chip with their name appears next to the title — click it to clear the filter.