Work the support inbox

Admin > Inbox lists every conversation and ticket your team owns, so you can triage, assign, and act on them without switching tools. This article covers the sidebar scopes, filters, assignment, bulk actions, and keyboard shortcuts.

Note: The inbox appears once the Support module is on in Settings > General.

Find your scope

The left sidebar splits into groups:

Spam holds conversations filed as spam (for example by the AI spam filter on the email channel). You can restore a conversation from the thread.

Tip: Start your day in Assigned to me, then sweep Unassigned so nothing sits without an owner.

Filter and search

Above the list, triage chips narrow by Open, Waiting, Closed, or All, and a priority filter narrows by None, Low, Medium, High, or Urgent. If your workspace tracks companies, a company picker filters by account too.

The search box matches the visitor's name or message content, so you can find a thread even if you only remember what was said.

Note: Status and priority chips are hidden while you view Mentions or a saved view, since those scopes already define their own set of items.

Assign work

Assign a conversation or ticket to a teammate or to a team. Open the item and use the assignee control, or select one or more rows and assign from the bulk action bar. Filter by Unassigned to find work nobody owns yet.

To assign new conversations automatically, turn on Auto-assign new conversations in Settings > Support > Channels (under Conversation routing). It assigns to an agent who is online.

Bulk actions

Select rows with the checkbox (or the x key) to show the bulk action bar:

• Assign: hand off to a teammate
• Team: hand off to a team
• Priority: set priority across the selection
• Snooze: delay until later (conversations only; disabled if a ticket is in the selection)
• Close: close everything selected

Note: Reopening a conversation and creating a ticket from a conversation are not bulk actions. Use the keyboard shortcuts or the command bar on a single open item.

Keyboard-driven triage

Open the command bar with Cmd+K (or Ctrl+K) from anywhere, including while typing. Press ? for the full shortcut list. With an item open:

Single-key shortcuts are suppressed while you type in a text field, so you never trigger one by accident while writing a reply.

Related articles

• Handle conversations
• Manage support tickets
• Save inbox views
• Use macros
• Support overview