Tour of the agent workspace (Inbox)

The workspace at /staff is where agents live all day. It is a three-pane email client: navigation on the left, the ticket list in the middle, and the reading pane on the right.

The left sidebar

Two sections do the heavy lifting:

• Views — smart lists with live counts: Inbox, Assigned to me, Urgent, Unassigned, Pending and Resolved. Every view except Resolved hides already-resolved tickets. Urgent collects anything marked urgent or with a breached SLA.
• Queues — the queues you belong to, each with a colored dot and an open-ticket count. Click one to filter the list to that queue.

Working a ticket

1. Click a view or queue, then pick a ticket from the middle list. Use the Filter this view… box to match on subject or ticket number.
2. In the reading pane, read the conversation top to bottom. The header shows requester, company, priority, status and SLA countdown.
3. Take ownership with Assign to me, or reassign with the people picker.
4. Set priority and status from the header controls — changing priority recomputes the SLA clock and can fire automations.
5. Reply from the composer at the bottom. Switch to the Note tab to leave an internal note (use @ to mention a teammate) that the customer never sees.
6. When you are done, press Resolve.

Tips

• The list is ordered by most recent activity, so the ticket that just moved jumps to the top.
• New tickets with no queue are visible to every agent, so nothing routed nowhere gets lost.
• Prefer the keyboard? See the Keyboard shortcuts guide — j/k to move through the list and ⌘↵ to send is a huge speed-up.