2. Inside the Channel
Updated
by
Griffin Steinman
“Inbox is where you and your colleagues provide service for your customer. It is the app you use, as the service provider, to collaborate with your teammates and customers. Inbox was designed to give your team service superpowers so that you can focus on providing great service!
Inbox isn't limited to managing customer chats, it can also be used by your entire organization to manage all the service tickets coming from your ticketing system.”
-Stephen Boss (Head of Customer Success, circa 2022)
2. Inside the Channel
Each of these sections have specific usage or information that are useful to you and your team.
This doc will focus on information Inside the Channel
Inside the Channel
This section is a lot shorter than the last as it is very simple
Each time you click on a channel, you are able to view all threads inside that channel. Pretty straight forward right? Here are a few key things that you must know:
Active vs. Done
Active - Each ticket has a unique status that is created in the PSA. In the PSA, admins have the option of setting a status to be considered “open” or “closed”.
If any thread has a status that is considered in the PSA as “open”, they will appear in this column. Statuses like this would include names like:
- Waiting Client Response
- Waiting Engineering
- New
- Waiting Team
- Product Backlog
- In-Progress
- On-Hold
Done - Threads that has a status that is considered “closed” in the PSA will appear in this column.
Statuses like this would include names like:
- Closed
- Done
- Cancelled
The Filter
As of today, there are 4 filter options and they are self-explanatory.
One thing to note is that once you select a filter, it will still apply as you navigate across different channels or refresh the page. Once you apply a filter, it will remain applied for that session unless you change it (Newton’s 1st law of inbox filters)
The search bar
The search bar is an important function of this section. You are able to search for threads by Company name, contact name, thread #, or summary content
