The Inbox holds conversations. Triage holds cases. A message can live in the Inbox and never need to become a ticket, and most do not.
Organised by department
The Inbox is split by department, so Customer Success sees its own traffic and Finance sees its own. Pick your department and you get the messages routed there.
If your organisation runs several hubs, you can narrow by hub as well.
The sections
- Inbox, everything not yet dealt with
- Mine, assigned or directed to you
- Mentions, threads where a colleague tagged you
- Snoozed, dismissed for now, coming back later
- Drafts, started and unsent
- Sent, what your team has replied
- Closed, finished threads
- All, everything regardless of state
You can save a custom view with New view if you keep applying the same filter.
Reading and replying
Click a message to open the whole thread on the right, with its history and the channel it came through. Reply in place.
Where a conversation turns out to be a real case, convert it into a ticket and give it a nature and severity. The test is whether it needs tracking to a resolution. A question you answer in one reply does not; a problem you will still be working tomorrow does.
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