Inbox

A list, a thread, and the same ticket number.

This is the queue your small support team works. Every conversation is a ticket: number, subject, status, assignee, channel. Widget, email, form, and Slack write to that row.

Find work

Search matches ticket number, subject, and message body. Filters: status, channel, priority, assignee, tag, snoozed, and SLA breached. The default list hides snoozed tickets. Chips at the top (open, live chat, pending, snoozed, SLA) are the same filters.

Keyboard

/ search
n new ticket
j / k move the highlight
Enter open
r reply
Esc back
? show the list

The thread

Public replies go to the visitor. Internal notes stay in the workspace and never appear on the widget, Slack, or Save to KB. On a note, @email or @local-part mentions a teammate. You can attach up to three files (5 MB each): PDF, images, txt, csv, docx, xlsx, zip.

Type ? in the reply box, then a word, to insert a knowledge article — drafts included, staff only.

If a teammate has the ticket open, you will see them. The assistant will not reply while they are there.

Snooze, merge, tags

Snooze hides the ticket until the time you set, or until the customer writes again. Merge moves messages and tags onto another ticket and closes the source. Tags are unique names in your workspace.

SLA and CSAT

In Settings you set first-reply and resolve minutes, plus business hours. The inbox can show breached tickets. After you resolve or close, the widget can ask for a 1–5 score if CSAT is on.

Metrics

Metrics covers the last 7 or 30 days: volume by channel, median first reply, CSAT average, and SLA breaches. Merged tickets are left out.

Next: widget or how-to.