Working with My Inbox

This article talks about the actions your can perform while working with My Inbox. Let’s take a look!

If you are new to My Inbox, have a look in Understanding My Inbox first for a better understanding of the main concepts first.

What is My Inbox?

My Inbox is your main working area. This is where you see all the tickets and updates that are relevant to you. It helps you stay focused and be on top of everything you need to be involved in, in one place.

You can see it as your main “to-do list”, where only you can dismiss (remove) a ticket from your own inbox when you are done working on it.

Tickets in your inbox may be assigned to you or assigned to someone else, in case you are just following the ticket, or being asked for advice.

Working with My Inbox

Once a ticket reaches your inbox (i.e. it’s displayed under the My Inbox view), it becomes a part of the list of tickets you need to take care of. You work on the tickets from your inbox, in order to handle them and eventually close them.
You can work on a ticket from its detailed ticket view, or, for quick actions, directly from the list view, using the toolbar.

Working on a ticket means:

• View new updates and new tickets and mark as read/unread.
• Post internal notes to tickets you want to discuss with other users.
• Post Public replies to customers when you have an answer for them.
• Set priority, labels or team if needed.
• Reassign the ticket to another user if you want them to handle it.
• Snooze the ticket to another time.
• Dismiss the ticket from your inbox when done handling it.
• Close the ticket when done handling it.
• Add or remove yourself as a follower.
• Delete a ticket.
• Mark a ticket as spam.

Working from the list view. When working from the My Inbox view, only tickets that you select, and that fit the action you want to perform, will be affected. For example, if you choose a few tickets , some are unread and some are not – and then use “Mark as Read” – this will affect only the unread tickets.

Mark as Read or Unread

When a ticket reaches your inbox because someone else has created it or posted to it, it will appear bold , indicating you haven’t read them yet.

Once you read the ticket by entering the ticket’s details, they will automatically be marked as read. Any ticket in your inbox can be set as read or unread by selecting it and then activating the read/unread action from the toolbar.

For more details see Mark as Read/Unread.

Post a message to a ticket

Part of handling a ticket usually includes discussing with another team member or posting a message to the customer. Posting to a ticket sends an email notification to the relevant people and also pushes the ticket to My Inbox of users who are involved in the ticket.

Posting a message to a ticket includes one of the following:

• Send a public reply.
• Send an internal note.

Set priority, labels or team

When going over ticket in your inbox, you may want to set their team, configure their priority or set a label to them.

All these options are available from the toolbar:

• Set Team – Changes the ticket’s team.
• Set Label – Sets the labels you select to the ticket.
• Set Priority – Sets a priority ticket. Priority tickets appear with a red arrow next to the subject.
For more details see Ticket priority.

Reassign the ticket

While going over tickets in your inbox you may see a ticket that needs to be reassigned:

• Perhaps it is assigned to you, but you think it should be handled by some other user.
• Perhaps this is a ticket you are following but you think you should handle it – in Replypad this is called “Take it”, meaning you are taking the ticket to yourself. The original assigned user will be notified, and you will become the ticket’s assignee.

To reassign a ticket to another user, or take it to yourself, see Assign or Take It.

Snooze a ticket

While going over tickets you may encounter a ticket that you want to take care of later. Perhaps you are too busy at the moment, or you want to be reminded of the ticket later. Snoozing a ticket will push it to your inbox when time is due.

The ticket doesn’t have to be assigned to you in order to snooze it. Snoozing a ticket will hide it from your inbox and will push it back to your inbox when time it dues.

To snooze a ticket, see Snooze tickets.

Dismiss ticket

Dismissing a ticket removes it from your own inbox. This is useful when you finish handling the ticket, or if you do not have any action items for it.

A quick way to remove tickets from your inbox is using the X button at the right end of the ticket line. Note that only closed tickets, or tickets that are not assigned to you can be removed from your inbox this way.

Dismiss while posting a reply

Posting a public reply usually means the work on this ticket is completed and the reply is being sent to the customer. By default, the ticket will be closed and dismissed while posting a public reply, unless you choose otherwise.

See more details in Public reply.

Dismiss explicitly

To dismiss a ticket explicitly:

1. Select the ticket in the inbox view or open the ticket details.
2. From the toolbar, select the Dismiss option:
   • If the ticket is not assigned to you, you will have the option Dismiss without closing it first.
   • If the ticket is assigned to you, you must close it first (Close+Dismiss).

Close ticket

Close – Just closes the ticket. No action is performed on the inbox.

Change Status – Using the drop-down menu, you can change the ticket status. Options vary according to the current status and your role in the ticket. Refer to ticket status for further information on status flow.

Open – If the ticket is closed, this will reopen the ticket.

Add or remove yourself as a follower

A ticket may reach your inbox because you are following it. Being a Follower means you appear in the “followers” which makes you involved in the ticket, without being the assigned user.

Using the Follow / Unfollow tickets option, will add you or remove you as a follower from the tickets you select in the list. You can become a Follower and remove yourself as a follower as you wish. Other users may add or remove you as a follower as well, if they want to discuss something with you or have you review their discussion.

Tickets may reach your inbox because you added them explicitly using the Show in inbox option (see below), or because you are the assignee of this ticket. In both cases, you may want to start following the ticket using the Follow option.

Show tickets in My inbox explicitly

In some cases, you may stumble upon a ticket you want to show in your inbox, even without following it or being assigned. Perhaps there is something in this discussion you want to review again later, or you want to remind yourself to send an internal note about this ticket. Following will only show the ticket in your inbox next time it will have a new message posted to it, and you may want to show it in your inbox now, and not only when something new will be posted to it.

You can show a ticket in your inbox by using the Show in my inbox option from the ticket’s toolbar. This will add the ticket to your inbox without adding you as a follower.

Delete a ticket and report spam

Delete – Will move the ticket to the Trash.

Delete & Report Spam – Will move the ticket to the Trash and mark it as Spam.

Search for tickets

Searching for tickets can be done using predefined filters, or searching free text in all fields.

See Search tickets for search options.