Inbox & tickets
The shared inbox, ticket routing, assignment, and SLA policies.
7 articles
How the inbox works
One queue for every channel — how messages become tickets and what an agent sees.
2 min readReply to your first customer ticket
Open a conversation, send a reply, add a private note, and choose the right ticket status.
3 min readTicket lifecycle
The states a ticket moves through, who moves it, and what happens at each step.
2 min readAssignment and routing
How tickets find an owner — intent-based team routing and round-robin assignment.
2 min readSLA policies
Set response and resolution targets, and understand how business hours change the maths.
2 min readCanned responses
Save the replies you send constantly and insert them in a keystroke.
2 min readThe Customer 360 panel
Everything known about the person you're replying to, beside the conversation.
2 min read