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