Custom inboxes
Last updated February 7, 2025
What are custom inboxes?
Custom inboxes allow you to group tickets based on specific criteria, separate from the default "all tickets" view. For example, you might want to create separate inboxes for chat tickets and SMS tickets.
Creating a custom inbox
To create a custom inbox, go to your inbox and click on “Add inbox”. Set your desired filters (e.g., status, channel). Select which agents can access this inbox, and save your new inbox
Once saved, your new inbox will appear in the list of available inboxes.
Filtering options
When creating a custom inbox, you have various filtering options:
- Status (e.g., open, closed)
- Channel (e.g., chat, SMS, WhatsApp)
- Other ticket properties
Filters can be combined using AND/OR logic. For example, you can create an inbox for tickets that are either shared OR closed.
Managing custom inboxes
To manage your custom inboxes, you can use the following options.
- Search: Use the search function to find specific custom inboxes
- Edit: Modify filters or access permissions for existing inboxes
- Unsubscribe: Remove an inbox from your view
- Download: Export all tickets in an inbox (sent via email)
Custom inboxes vs customer segments
Remember: A group of tickets is called an inbox, while a group of customers is called a customer segment. They're created similarly but serve different purposes.
Inbox view consistency
Your custom inboxes will inherit the view settings from your main inbox. Any configurations you've made to your inbox view will apply to your custom inboxes as well.
With custom inboxes, you can streamline your workflow and focus on the tickets that matter most to you. Happy organizing!