Skip to main content

Common workflows

Short overview of common tasks and where to find them in the product and docs.

Creating and triaging tickets​

  • Create a ticket — Via API: POST .../tickets with subject and body. In the UI, tickets are usually created when email arrives in a connected mailbox.
  • Triage — Open the ticket in the Inbox, set status (open/pending/closed), assignee, priority, and tags. See Inbox & tickets.

Replying and internal notes​

  • Reply to customer — In the ticket detail pane, compose in the reply area and send. Choose “send email” so the customer receives it.
  • Internal note — Same reply area, but mark as internal note. Only your team sees it; the customer does not receive it.
  • Templates — Insert a template into the composer to reuse standard text. See Templates.

Attachments​

  • Upload flow — In the ticket reply area, attach files. The app requests an upload URL from the API, uploads the file, then confirms. See API — Attachments for the upload-url and confirm flow.
  • Download — Open or download attachments from the message timeline or via the API.

Search and filtering​

  • Use the filter panel in the Inbox: status, assignee, priority, tags, search text. See Saved views & filters.
  • Saved views — Save a filter combination and open it with one click.

Templates (create/use)​

  • Create — Settings → Templates: add name and body.
  • Use — When replying, select a template to insert its body. See Templates.

Automation rules​

  • Create/edit — Settings → Automation. Define conditions and actions (e.g. set status, assign). See Automation.

User management and roles​

  • Invite — Settings → Team & roles: invite by email, assign role (admin, agent, viewer). See Team & roles.
  • Change role / remove — Same page: change a member’s role or remove them from the workspace.

API keys​

  • Create — Settings → API keys: create a token, copy it once, use Authorization: Bearer <token> and x-workspace-id for API calls. See API keys and API — Authentication.
  • Revoke — Delete the token in Settings → API keys.

Notifications​

  • If the product supports in-app or email notifications (e.g. new ticket assigned to you), they are configured in the UI where available. Check the app for notification settings.