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Help Center›Using Atlas (For Agents)›Inbox & tickets›How to manage tickets in the inbox
Table of contents
  • Overview
  • How to manage tickets in Atlas
  • Find your tickets
  • Reply to a ticket
  • Update the ticket
  • More ticket actions
  • Customize your view
  • FAQs & Troubleshooting
  • Why can't I see a ticket in "My tickets"?
  • Can the customer see an internal note?
  • Do I have to send Zeus AI's suggestion as it is?

    • How to manage tickets in the inbox

    Last updated October 6, 2026

    Who can use this feature?
    Admins and Agents. Viewers can only read tickets, copy a ticket link and export a ticket as PDF.
    Availability depends on your Atlas plan.

    Overview

    The inbox is where every customer conversation arrives as a ticket, whatever the channel. From here you pick up tickets, reply, and keep them moving until they're closed.

    Related articles:
    •  How to create a ticket: Open a new ticket for a customer.
    •  How to create and manage canned responses: Save answers you send often.
    •  How to create a routing rule: Assign and tag tickets automatically.

    How to manage tickets in Atlas

    Find your tickets

    1. Open the main menu and click "Inbox".
    2. Choose a view:
    • "My tickets": Tickets assigned to you.
    • "Unassigned": Tickets nobody has picked up yet.
    • "All": Every ticket in the workspace.
    • "Pending" and "Archived": Tickets waiting on the customer, and closed tickets.
    1. To change the order, click the sort icon and pick an option, such as "Last Message Time".
    Important:
    •  A red dot on a ticket's channel icon means there's a reply you haven't read yet. A "V" badge means the person is a visitor, not a known customer.

    Reply to a ticket

    1. Click a ticket to open it.
    2. Type your answer in the "Reply" box. To write something only your team can see, click "Internal note".
    3. Use the reply tools to go faster:
    • Type "#" to insert a canned response.
    • Type "$" to insert a help center article.
    • Use the Smart Assistant to fix grammar, change the tone or translate your reply.
    • If Zeus AI suggests an answer, click "Use suggestion" to edit and send it, or "Ignore suggestion" to write your own.
    1. Click "Send". Your reply goes out on the same channel the customer used, for example "Send via Chat".

    Update the ticket

    Hover over a ticket in the list, or open it, and update its details in the info pane:

    • "Status": "Open", "Pending", "Snoozed" or "Closed".
    • "Assignee" and "Team": Who is responsible for the ticket.
    • "Priority": "Low", "Medium", "High" or "Urgent".
    • "Tag": Labels for sorting and reporting.
    Important:
    •  Update the status after you reply. Use "Pending" while you wait for the customer and "Closed" once the request is resolved.

    More ticket actions

    Click the ellipsis icon on any ticket in the list to merge it with another ticket, snooze it, mark it as unread, switch the customer, start a sidebar conversation, export it as a PDF, or delete it.

    Customize your view

    1. Click the "Display settings" icon next to the sort icon.
    2. Choose your layout: tabs or a side menu, a preview of the latest message, what the left pane shows, and which customer fields appear.
    3. Click "Update my view". These settings only change your own inbox.

    FAQs & Troubleshooting

    Why can't I see a ticket in "My tickets"?

    "My tickets" only shows tickets assigned to you. Check "Unassigned" or "All".

    Can the customer see an internal note?

    No. Internal notes are only visible to your team.

    Do I have to send Zeus AI's suggestion as it is?

    No. You can edit it before sending, or ignore it and write your own reply.

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