Work the support inbox

Stop switching between a chat tool and a ticket tool. Admin → Inbox lists every conversation and ticket your team owns, and lets you triage, assign, and act on them without opening each one.

Find your scope

The left sidebar splits into a few groups:

Tip:
Start your day in Assigned to me, then sweep Unassigned so nothing sits without an owner.

Filter and search

Above the list, triage chips narrow by Open, Waiting, Closed, or All, and a priority filter narrows by None, Low, Medium, High, or Urgent. If your workspace tracks companies, a company picker filters by account too.

The search box matches on the visitor's name or on message content, so you can find a thread even if you only remember what was said.

Note:
Status and priority chips are hidden while viewing Mentions or a custom saved view, since those scopes already define their own item set.

Assign work

Assign a conversation or ticket to a teammate or to a team. Open the item and use the assignee control, or select one or more rows and assign from the bulk action bar. Filter by Unassigned to find work nobody owns yet, or by a teammate's name to see what's on their plate.

Bulk actions

Select multiple rows with the checkbox (or the x key) to reveal the bulk action bar:

• Assign: hand off to a teammate
• Team: hand off to a team
• Priority: set priority across the selection
• Snooze: delay until later (conversations only; disabled if a ticket is in the selection)
• Close: close everything selected

Note:
Reopening a conversation and creating a ticket from a conversation aren't bulk actions. Use the keyboard shortcuts or the command bar on a single open item instead.

Keyboard-driven triage

Open the command bar with ⌘K (or Ctrl+K) from anywhere, including while typing. Press ? for the full shortcut list. With an item open:

Tip:
Single-key shortcuts are suppressed while you're typing in a text field, so you never trigger one by accident while writing a reply.

Next steps

• Handle conversations: lifecycle, priority, and internal notes
• Manage support tickets: statuses, stages, and linking to conversations
• Save inbox views: turn a filter combination into a reusable view
• Use macros: insert saved replies and bundled actions from the composer