Tickets appear in the default Inbox Views:
All - lists all conversations and tickets in your workspace.
Unassigned - lists all conversations and tickets that don’t have a team or teammate assigned to them.
Your inbox - lists all conversations and tickets that are assigned to you (the logged in teammate).
Created by you - lists all tickets created by you (the logged in teammate).
In most cases, you’ll need to segment your tickets further. There are 2 primary ways to configure the setup that works best for your team:
Routing tickets to specific team inboxes
First, create the team inboxes that work best for your business.
For example, you can create some team inboxes for:
Front-line support: Insurance claims, Change of address, General questions, etc.
Back-office teams: Technical questions, Finance, Legal, etc.
Additionally you can set up team inboxes for issues impacting many customers where you route your Tracker tickets: Bug reports, Feature requests, etc.
Once you have your team inboxes setup, you can then create an automation in Workflows that routes tickets to the appropriate team inbox based on the conditions that match your process.
Go to Workflows, and set up the following configurations:
Trigger - A ticket is created
Branching condition - Ticket type is {X}
Action - Assign to team {Y}
Creating Inbox Views to list specific tickets
Think of Inbox Views as saved filters. They are especially useful when you want to list tickets that might be spread across multiple team inboxes. This is very handy for monitoring purposes.
Teammates require Inbox > Can manage views permission to create views in the Inbox.
To get started, hover over and click the 3 dots next to Views in the Inbox and select Add views.
Then, give the view a name and specify the filtering conditions. In the example below, we’re creating a view to list all Tracker tickets to give a quick overview of the open issues that are impacting many customers.
You can also filter tickets by their type:
Back-office ticket
Customer ticket
Tracker ticket
And filter Tracker tickets by the number of Customer reports to quickly see a view of all Tracker tickets with multiple customer reports.
To filter by specific ticket attributes, you’ll find each ticket type has its attributes listed underneath. For example, we could filter by Flight number that starts with a specific airline code.
Note: The exact comparison you get for each ticket attribute depends on its format and follows the same pattern as Conversation Custom Data Attributes. For example, a List format would only give you an “is” or “is not” comparison.
When you’ve finished adding filters, click Save to save this as a new Inbox View.
Now your team can pin this view and quickly see only these conversations and tickets.
Note: It's not possible to create an inbox view of all open, closed, and snoozed tickets. You can toggle between open/closed/snoozed tickets within a view using the dropdown at the top of the inbox.
The only place to see a snapshot view of this would be in the Real-time Dashboard, which requires the Expert plan.
Tickets portal
If you want to view all of your assigned tickets by state in one area you can setup the Ticket Portal by going to Settings > Inbox > Tickets, and click on Tickets Portal.
To give your teammates a similar functionality you can setup Views in your workspace's Inbox, and use the filter 'Ticket state is X'.
Switch your inbox view to table layout
Table layout is great for getting an overview of tickets and can be configured to display only the columns of data you'd like to see.
To switch to table layout, use the shortcut key L or the button in the bottom left of the Inbox list.
Now easily customize it using the tabs at the top to see the data that’s important to you:
Click on a row to preview the ticket details in the right hand sidebar.
It's not currently possible to filter the table layout by the ticket state since the release of custom states. This is on our radar to implement in the future however we do not have a timeline for this at the moment.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts