Working the inbox

The inbox at /inbox is not a dashboard. It's a priority queue: AllMy Support sorts every ticket you can see into six sections, ordered top to bottom by how urgent it is.

The six sections

1. Overdue. Assigned to you, awaiting your reply, past the brand's SLA.
2. Review hold. Your hold tickets whose chase date has arrived.
3. Awaiting your reply. Assigned to you, not yet breached.
4. Up for grabs. Unassigned and unread.
5. Holding (collapsed). Your hold tickets whose chase date is still ahead.
6. Awaiting customer (collapsed). Your pending tickets.

Each row shows a brand pill so you always know which brand a ticket belongs to. A filled square marks a ticket unread; a hollow square marks it read.

To work your queue

1. Start at the top: clear Overdue, then Review hold.
2. Claim tickets from Up for grabs before they age.
3. Use the brand filter to focus on one brand, or leave it on all.

The /tickets views

For a full list instead of a queue, go to /tickets. It has its own built-in views: My open, All, Unassigned, Past due, Today, and Suspended. Switch between a kanban board and a table, and narrow by brand, tag, or a custom field.