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DocsTriaging Tickets in the Inbox
Work the queue, reply, assign, snooze, merge, and resolve tickets
The Inbox keeps the queue, the conversation, and customer context all on one screen.
The Service Inbox is a three-pane workspace. On wide screens you see all three panes at once; the layout collapses gracefully on tablet and mobile so you can still triage from a phone.
Pane Layout
- Queue list (left): the tickets in the selected queue, with inline columns for subject, status, priority, assignee, contact, SLA state, and last update. Tickets that arrived over a specific channel carry a neutral origin chip (Email, Portal, Live chat,Phone, API, or AI agent) so you can tell at a glance how a customer reached you. A queue rail on the far left switches between the shared queues and three scope presets: All open, Assigned to me, and Snoozed.
- Conversation thread (center): the selected ticket opens in place (the list stays put, no full-page reload). You see the full message history, a reply composer, and the ticket's activity timeline.
- Context panel (right): tabs for the Customer relationship, the Knowledge base, and related Tasks. The AI copilot also docks here.
?ticket=parameter, so you can copy or bookmark a direct link. The link works whether it points at the ticket's internal ID or its TKT- reference.The default view is the work in front of you, not your whole archive.
By default the Inbox shows your open work, meaning tickets that are still being worked. Tickets you have already resolved or closed drop out of the default view, and a snoozed ticket is hidden until its snooze time arrives, so the queue stays focused on what actually needs attention right now.
- Open: the ticket has been created and is awaiting a first response. Default for new tickets.
- In progress: an agent is actively working on it.
- Waiting on customer: you have replied and are waiting for the customer to respond.
- Waiting on internal: progress is blocked on another team or an internal dependency.
- Resolved: a solution has been provided. A CSAT survey can fire automatically at this point.
- Closed: the ticket is finalized and no further action is needed.
Tickets carry one of four priorities: Low, Medium, High, or Urgent. Priority both sorts your queue and determines which SLA target applies, so an Urgent ticket gets a tighter response window than a Low one.
You do not have to open a ticket to triage it. The queue list has inline controls for status, priority, and assignee. Changes apply optimistically: the UI updates immediately and quietly rolls back with a toast if the save fails, so you can clear a backlog quickly.
The assignee control appears everywhere you might need it: inline in the queue row, in the header of the open conversation, on the New ticket create panel, and in the bulk toolbar when you have several tickets selected. Assign to yourself in one click, reassign to a teammate, or let a queue distribute tickets round-robin (see SLA Targets & Queues).
Choose public reply or internal note
The composer has a high-contrast segmented control. A public reply goes to the customer; an internal note is visible only to your team. The switch is deliberate, and the composer confirms before sending publicly if your last entry was a note, so you never accidentally send an internal comment to the customer.
Mention teammates and insert macros
Type @ to mention a teammate in an internal note: they get a notification pointing straight at the ticket, so you can loop in the right person without leaving the thread. Type / to insert a saved macro, a reusable reply snippet with merge fields that fill in from the ticket and customer record. Macro output is sanitized when it is inserted and again when it is rendered.
Attach a file if needed
Use the file-attach control to add an attachment. Every file is scanned for malware before it uploads, and attachments are stored in a private, organization-scoped bucket.
Send
Send the reply or note. The thread updates in real time, and the activity is recorded in both the ticket history and the customer's timeline.
A ticket can carry followers: other people who ride along on the conversation. The list sits in the Customer tab of the context panel, next to the customer record, so you can see who is on a thread and prune it right where you read the ticket.
Working the follower list
- Cc: an address that arrived on the Cc line of the customer's own email. These are recorded for you, so the colleague your customer looped in keeps seeing your answers instead of dropping off the thread.
- Follower: someone you subscribed deliberately. Type an address into Add follower by email and press Add. The row appears straight away, labeled Follower so you can tell your additions from the customer's.
- Removing: the remove control at the end of a row takes that person off the ticket. They are copied on nothing after that, and they are not told they were removed.
- Limits: a ticket holds up to 25 followers, and any single reply copies at most 10 addresses, so a long forwarded chain cannot quietly turn one conversation into a mailing list.
Adding and removing followers takes the same permission as editing the ticket itself, and an empty list simply reads “No one is following this ticket.”
- Assign: route the ticket to a teammate, or let a queue auto-assign it to the member with the fewest open tickets.
- Snooze: hide a ticket until a chosen time, then resurface it automatically in your queue. Pick a preset (Later today, Tomorrow morning, or Next week) or set an exact date and time with the custom picker. Presets are anchored to your own local time, so “Tomorrow morning” is 9am where you sit. Un-snooze at any time to bring a ticket straight back.
- Merge: combine a duplicate ticket into another. The duplicate becomes a terminal Merged ticket that drops out of the open queue and shows a “Merged into” banner naming and linking to the survivor, so no one keeps working the wrong copy.
- Convert: turn a ticket into a deal or a task. The new deal lands in your pipeline and the new task on your board, each linked back to the originating ticket, and the ticket records the conversion in its history.
Select multiple tickets to apply a bulk action: reassign, change status or priority, or snooze them together (up to 1,000 at a time). You can also export the current view to CSV for offline reporting.
A History tab on each ticket shows its full lifecycle audit trail (who reassigned it, when an SLA breached, merges, reopens, snoozes, and AI actions) with the actor, the change, and a relative timestamp. This is a complete, immutable record separate from the customer activity timeline.
The queue stays live, and you can see when a teammate is on the same ticket.
New tickets and updates stream into the queue in real time. Arrivals are announced to screen readers in a throttled, coalesced way (for example “3 new tickets”) rather than one announcement per arrival, so a busy queue stays usable. When a teammate opens the same ticket you are viewing, a presence indicator warns you to avoid double-replying.
Press ? anywhere in the app to see the full shortcut reference, including a Service section.