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Core concepts

Understanding these concepts will help you use both the product and the API.

Workspace​

A workspace is the top-level container. All mailboxes, tickets, customers, companies, saved views, templates, automation rules, SLA config, and team members belong to one workspace. The API is workspace-scoped: you send a workspace ID in the path and your token must belong to that workspace.

Ticket​

A ticket is a single conversation (email thread). It has:

  • A unique internal ID and a human-readable ticket number (per workspace).
  • Subject and messages (the email thread).
  • Status — e.g. open, pending, closed. You can transition status (e.g. close, reopen with a reason).
  • Assignee — The team member responsible (optional).
  • Priority and tags — For filtering and organization.
  • Merge & split — Merge one ticket into another, or split selected messages into a new ticket.

Inbox​

The inbox is the main view where you see the list of tickets (optionally filtered) and open a ticket’s detail to read messages, reply, add internal notes, change status or assignee, and manage attachments.

Customer and company​

Customers and companies are workspace-scoped records you can use to associate contacts with entities (CRM-style). The UI and API let you list, create, and update customers and companies.

Tags and statuses​

  • Tags — Labels you add to tickets for filtering and saved views. Stored as a list of strings.
  • Statuses — Lifecycle state of a ticket (e.g. open, pending, closed). Status transitions can require a reason (e.g. when reopening).

Assignments​

Tickets can be assigned to a workspace member (assignee). You can filter and build saved views by assignee. Only users who are members of the workspace can be assignees.

SLA (service level agreement)​

Workspaces can have SLA configuration: response and resolution targets and business hours. The API exposes SLA config and an SLA dashboard. Used for tracking and reporting, not for blocking.

Templates​

Email templates are reusable text (name + body) stored per workspace. You can create, edit, and delete them in Settings → Templates and use them when replying to tickets.

Automation rules​

Automation rules let you define conditions and actions (e.g. set status, assign) that run when tickets match. Configured in Settings → Automation; the API supports full CRUD on rules.

Localization​

Workspaces can set localization (language/locale) for the UI. The web app is locale-aware; the API uses a stable error shape with localization keys.

API keys and roles​

Admins can create API tokens in Settings → API Keys. Tokens are used with Authorization: Bearer <token> and have workspace scope. Roles (admin, agent, viewer) control what users (and in some setups, tokens) can do in the UI and via the API.

For hands-on steps, see Quickstart. For the product UI, see Inbox & tickets.