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.
?ticket=parameter, so you can copy or bookmark a direct link. The link works whether it points at the ticket's ID or its public number (for example TKT-1042).The default view is the work in front of you, not your whole archive.
By default the Inbox shows your openwork — 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.
Tickets move through six statuses as they are worked.
Priority drives triage order and SLA targets.
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.
Change status, priority, and assignee right from the queue list.
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).
The composer has a hard switch between public replies and internal notes.
The composer has a high-contrast segmented control. A public reply goes to the customer; an internal noteis 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.
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.
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 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.
Actions that route and reshape a ticket.
Act on many tickets at once.
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.
Every change to a ticket is recorded.
A Historytab 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.
Drive the queue without leaving the keyboard.
Press ? anywhere in the app to see the full shortcut reference, including a Service section.