Inbox overview

Default Sorting

At the top of the inbox menu, there are four default message categories. Filters help you quickly find the messages you need. By default, four filters are created:

• All Tickets - Clicking this will show all messages.

• Tickets to Handle - Messages with an open status that are not assigned to any agent.

• My Open Tickets - Open status messages assigned to the logged-in agent.

• Waiting for Response - Open status messages assigned to various agents.

Filters

In this section, you'll find your custom filters, which help you quickly locate the necessary messages. To learn more about creating filters, go to the Filters section.

By clicking Manage, you can go to the filter settings and customize individual filter sorting.

Message View

In the central part of the inbox, you will see a list of all messages. The message details include the following information:

• Requester - Information about the sender of the message.

• Title - The title of the message received from the sender.

• Agent - Information about the agent assigned to the message.

• Status - The current status of the message.

• Last Response - The time of the last response along with the remaining response time. In the system, we have 24 hours to respond to a message from the sender.

• ... – At the bottom, there is an additional menu that allows you to perform actions such as assigning priority to a message or changing its status.

Message Details in Inbox

While browsing messages in the inbox, you can view details of both the first and last message without entering the message itself. Simply hover over the desired ticket, and a window will appear with the content of the message.

Assigning an Agent

In the main message window, you also have the option to assign an agent to the ticket.

Message Sorting

To sort messages, you can use the available options on the right side of the main window. There are four sorting options:

• Last Message ⬆️ - From the oldest to the newest message.

• Last Message ⬇️ - From the newest to the oldest message.

• Remaining Time ⬆️ - Increasing remaining time to respond.

• Remaining Time ⬇️ - Decreasing remaining time to respond.

Number of Tickets in the Main Message Window

You can set the number of tickets displayed on the page. Simply select the number you're interested in, and the change will save automatically. There are three options to choose from.

Refreshing Messages

Messages in the inbox are refreshed automatically, meaning if a new message arrives, it will appear without the need to manually refresh the browser window.