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Inbox & tickets

The Inbox is the main view for viewing and managing tickets. You see a list of tickets (optionally filtered) and a detail pane for the selected ticket.

Ticket list​

  • The left (or top on small screens) shows the ticket list: subject, ticket number, status, assignee, and other summary info.
  • Use filters to narrow by status, assignee, priority, tags, or search text.
  • Saved views let you store a filter combination and open it with one click. See Saved views & filters.

Ticket detail pane​

When you select a ticket, the detail pane shows:

  • Header — Subject, ticket number, status, assignee. You can change status and assignee here.
  • Message timeline — All messages in the thread (incoming and outgoing, plus internal notes). Each item shows sender, date, and body.
  • Reply area — Compose a reply. You can send as email (to the customer) or add an internal note (visible only to your team). Optionally attach files. See Attachments for the upload flow via API.
  • Merge — Merge this ticket into another ticket (all messages move to the target).
  • Split — Select one or more messages and split them into a new ticket.
  • Archive — Archive or unarchive the ticket to keep the list focused; archived tickets can be restored.

Creating a ticket​

You can create a ticket from the API with POST /v1/workspaces/:workspaceId/tickets (subject + body). In the UI, tickets are typically created when email arrives in a connected mailbox; you can also use the API to create tickets manually.

Triaging​

  • Status — Use the status control in the detail pane to move a ticket to open, pending, or closed. Reopening may require a reason.
  • Assignee — Assign the ticket to a team member from the detail pane.
  • Priority and tags — Update via the ticket detail or the API (PATCH .../tickets/:ticketId).

Keyboard and navigation​

  • The app supports keyboard shortcuts for common actions (e.g. navigation, command palette). Use the shortcut hint in the UI or the command palette to discover them.
  • From the Inbox you can open a ticket in a full-page view at /tickets/:ticketId (locale-prefixed) for a larger reading experience.
  • In-app notifications appear in the top bar when you have new activity (e.g. mentions, assignments).
Next steps

Saved views & filters · Templates · API — Tickets