This article talks about working with with Team Inbox. Let’s take a look!
This is where you can see all open tickets, not only the ones assigned to you or that you are following. You can also see here tickets that are unassigned yet.
All open tickets always show in the team inbox and are automatically removed from it when they get closed.
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 may include:
Reading a ticket and marking it as read/unread is an individual action. Each user will see the ticket as unread (bold) until they read it. So if another team member has looked into the ticket, and marked it an unread – this will not affect your own view. You will still see new tickets and updates as unread in the Team Inbox until you read them yourself.
Learn how to Mark as Read/Unread.
While going over tickets in Team Inbox you may see a ticket that you want to take (assign to yourself) and handle it. Assigning to yourself will add the ticket to your My Inbox, and you will become the ticket’s assignee.
The ticket may be unassigned or assigned to someone else. You can still take it and reassign to yourself, assuming you have sufficient privileges to reassign. If it is already assigned, the original assignee will be notified that the ticket has been reassigned to someone else.
To take a ticket, see Assign or Take It.
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 push it to your inbox, no matter who is the assignee.
To snooze a ticket, see Snooze tickets.
While going over tickets in Team Inbox you may see a ticket that needs to be reassigned to another user.
To reassign a ticket to another user, see Assign or Take It.
While going over the tickets that appear in the team inbox, you may want to discuss with another team member or post 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:
When going over ticket in the team 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:
The Show in My Inbox option will appear if this ticket is not in your inbox at the moment, either because it is not being followed by you or assigned to you, or because you dismissed it from your inbox.
When would you use this option?
When you stumble upon a ticket that you want to read, but don’t have the time to do it right now. Another case is if you want to add some internal notes to it after it has been closed. Following the ticket won’t do, because it does not guarantee it will appear in your inbox (unless another message is posted for this ticket). You simply want this to appear in your inbox, so you won’t forget about it. In this case you can use the Show in my inbox option.
If you want to have this ticket in your inbox, without following it:
Being a Follower means you are involved in the ticket, without being the assigned user. You can become a Follower and remove yourself as a follower as you wish. Other users may also add or remove you as a follower as well.
See Follow / Unfollow tickets. This will add you or remove you as a follower from the tickets you select in the list.
Closing a ticket changes it status to “Closed”. Closed tickets are automatically removed from the team inbox. Depending on your privileges, you may be able to close only tickets assigned to yourself, or to others as well.
You can close a ticket by changing its status from the toolbar.
Ticket status options:Close – Just closes the ticket. No action is performed in 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.
Deleting a ticket will remove it from the team inbox and move it into the Trash. You can view deleted tickets from the Trash view via the More menu, and you can also undelete the ticket from the Trash, which will return it to the team inbox.
Delete options:Delete – When selecting a ticket you can click the Delete button in the toolbar. This will move the ticket to the Trash.
Delete & Report Spam – will move the ticket to the Trash and mark it as Spam.
To display a closed ticket in the team inbox explicitly:
Removing includes the following cases:
See Search tickets for search options.
If you are new to Team Inbox, have a look in Understanding Team Inbox first for a better understanding of the main concepts.
What is the team inbox?
Replypad is designed for team collaboration for discussions with customers. It is where you see all tickets that are relevant to the whole team, including your own tickets.This is where you can see all open tickets, not only the ones assigned to you or that you are following. You can also see here tickets that are unassigned yet.
All open tickets always show in the team inbox and are automatically removed from it when they get closed.
If you are new to Team Inbox, have a look in Understanding Team Inbox first for a better understanding of the main concepts – when does a ticket reach the team inbox and when is it removed?.
Working with Team Inbox
The team inbox really helps you work as a team, rather than individuals.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 may include:
- View new updates and new tickets and mark as read/unread.
- Take the ticket or assign to another user.
- Snooze the ticket to another time.
- Send internal notes to tickets you want to discuss with other users.
- Send Public replies to customers when you have an answer for them.
- Set priority, labels and team if needed.
- Add the ticket to your inbox.
- Add or remove yourself as a follower.
- Close the ticket when done handling it.
- Delete a ticket.
- Mark a ticket as spam.
Only tickets that you select, and that fit the action will be affected by actions you perform from the toolbar. For example, if you choose a few tickets, some are unread and some are not – and then perform the actions “Mark as Read” – this will affect only the unread tickets.
Mark as Read or Unread
Tickets arrive into the Team Inbox because they are new or because they have new posts. When a ticket reaches the Team Inbox it will appear bold at the top of the list until you read it.Reading a ticket and marking it as read/unread is an individual action. Each user will see the ticket as unread (bold) until they read it. So if another team member has looked into the ticket, and marked it an unread – this will not affect your own view. You will still see new tickets and updates as unread in the Team Inbox until you read them yourself.
Learn how to Mark as Read/Unread.
Take a ticket
The ticket may be unassigned or assigned to someone else. You can still take it and reassign to yourself, assuming you have sufficient privileges to reassign. If it is already assigned, the original assignee will be notified that the ticket has been reassigned to someone else.
To take a ticket, see Assign or Take It.
Snooze a ticket
The ticket doesn’t have to be assigned to you in order to snooze it. Snoozing a ticket will push it to your inbox, no matter who is the assignee.
To snooze a ticket, see Snooze tickets.
Reassign the ticket
To reassign a ticket to another user, see Assign or Take It.
Post a message to a ticket
Posting a message to a ticket includes one of the following:
Set priority, labels or teams
All these options are available from the toolbar:
- Set Team – Will change ticket’s team.
- Set Label – Will set the labels you select, to the ticket.
- Set Priority – Will set the ticket as a priority one. Priority tickets will appear with a red arrow next to the subject.
Show in my inbox
When would you use this option?
When you stumble upon a ticket that you want to read, but don’t have the time to do it right now. Another case is if you want to add some internal notes to it after it has been closed. Following the ticket won’t do, because it does not guarantee it will appear in your inbox (unless another message is posted for this ticket). You simply want this to appear in your inbox, so you won’t forget about it. In this case you can use the Show in my inbox option.
If you want to have this ticket in your inbox, without following it:
- Select the ticket in the list.
- Click Show in my inbox from the toolbar. This will add the ticket to your inbox without adding you as a follower.
Tickets that are already in your inbox will display the My Inbox tag automatically when viewing the list or the ticket’s details.
Add or remove yourself as a follower
See Follow / Unfollow tickets. This will add you or remove you as a follower from the tickets you select in the list.
Close ticket
You can close a ticket by changing its status from the toolbar.
Ticket status options:
Delete and report spam
Delete options:
Display closed tickets in team inbox
In special cases you may want to show a ticket in the team inbox although it is closed.To display a closed ticket in the team inbox explicitly:
- Go to the ticket.
- From the More menu of the ticket, select Show in team’s inbox .
Remove a closed ticket from the team inbox
A ticket is removed from the team inbox when it gets closed. Messages appear in the Team Inbox as long as they are open, and they will be automatically removed when they are closed.Removing includes the following cases:
- Closing an open ticket will remove it from the Team Inbox automatically.
- Using the X option for closed tickets. The X appears on the right-end of each line in the tickets list. This will remove the ticket from the team inbox.
Whenever you finish working on a ticket you should close it. Closing the ticket removes it from the team inbox and it can be viewed from the Closed view (press g then c keyboard shortcuts or use the More menu).
Search for tickets
Searching can be done using predefined filters, or searching free text in all fields.See Search tickets for search options.