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Set-up and daily work

Work with the shared inbox

Create, assign, reply to and resolve tickets without losing the conversation.

1 min readUpdated Aug 23, 2026

Use one shared queue to identify the next request and preserve the complete conversation.

Before you start

  • Agree ownership and escalation rules.
  • Keep team, agent, priority and status current.
Ticket shared inbox with search, filters, assignment, priority, status and SLA information.
The shared inbox exposes the operational context needed to choose the next ticket.

Find the next ticket

Use search and filters for status, priority, team, agent and SLA. Open a ticket to read the complete public conversation and its operational data.

Keep replies and status aligned

Public replies are visible to the requester. Internal changes to assignment, priority or status organise the team. Use Waiting for customer only when the next action belongs to the requester.

Resolve and close

Resolve a ticket when the requested work is complete. Close it when no further follow-up is expected; the available customer actions still depend on instance settings.

Step by step

  1. Open Inbox and apply search or filters.
  2. Open the most urgent or overdue request.
  3. Read the complete public thread and operational details.
  4. Assign the correct team and agent, then reply publicly.
  5. Set waiting, resolved or closed only when the next action supports it.

Final check

  • Every active request has clear ownership.
  • Public replies contain no internal-only notes.
  • Resolved work no longer appears as pending.
Tip: Status should describe who owns the next action, not merely acknowledge that a reply was sent.