Skip to main content

Email ticketing overview

  • All the queries raised by the customer through the email channel are complied with and listed in a unified user interface (Omni channel Customer support suite).
  • Admins can view all the tickets that are sent to the respective support email.
  • As an Agent, you will be assigned with the tickets (based on the group or auto-assign settings). You can select an email that needs attention and reply to it on time.

Email tickets are assigned only to an Inbox agent (although Inbox admin will have the permission to see and contribute to the operations in Inbox).

  • For an inbox admin, all the chats/tickets will be accessible.
  • For an inbox agent, only the chats/tickets assigned to them will be accessible.

In this article, you will understand the two different methods in which the email tickets(ticket page) can be viewed - List view and Detailed view.

Email tickets must be configured in prior and emails must be received by Inbox.

1. Email tickets list view

  1. Log in to platform and open Inbox > Tickets.

  2. The landing page will have a ticket list and count, Sort and filter options, manual ticket creation, SLA messages, email details (agent ID, ticket ID, subject line, ticket creation time), priority, ticket status, and assigned group/agent.

FeatureDescriptionRelated links
Tickets- My tickets: List of tickets assigned to a particular agent.
- Collaborating tickets: List of tickets where multiple agents have been assigned/working on a ticket.
- Unassigned tickets: This list displays the tickets which are not yet assigned to any agent.
- Resolved tickets: Tickets that have been resolved.
Email details- Each ticket is auto-assigned with a number when created, which will be its respective ticket ID.
- Each ticket contains the subject of the email under which you can find the requestor's name and the created date.
- You can also see the priority, status, agent name, and the group to which the agent belongs.
- You can perform bulk actions on these tickets.
Ticket status, Bulk actions
Sort and filterLast modified date is considered as the date & time when the ticket was recently modified/updated. By default, tickets are arranged based on the last modified date with their corresponding ticket ID. You can sort by Last modified date.Search and apply filters
Manual ticket creationYou can choose to create an email ticket manually.Create new tickets

2. Email tickets detailed view

  1. Log in to platform and open Inbox > Tickets.

  2. Click on any of the ticket grids, and the detailed view of that respective ticket opens.

2.1 Ticket screen elements

Ticket ID & SubjectTicket ID# and Subject are displayed on the top of the ticket thread
SLA logHover over SLA log to see the SLA policy applied for this ticket. Learn more here.
Ticket statusBy selecting Resolve ticket, the ticket gets resolved. You can also change the ticket statuses.
Download & share threadYou can copy the link to the transcript or download the transcript of the email conversation in this ticket- Be mindful of the user information provided in the email thread
Email threadTo and from messages along with the sent/received time

2.2 Email response screen

Add templateYou can add(change/preview/delete) a pre built template. Learn more here.
ReplySelect Reply from the dropdown to reply to the previous mail. To address cannot be changed.
ForwardSelect Forward from the dropdown to reply to the forward the above email thread to a new email ID.
Internal notesSelect Internal notes from the dropdown to add internal notes that only the Inbox admin and agent to whom this ticket is transferred can see.
Add CC and BCCClick Cc/Bcc and add the mail IDs
Quick actionsYou can send Canned response or Prebuilt templates.
Formatting optionsYou can add quick responses, attach up to 5 files (each less than 10 MB), Bold/italicize/underline text, and add numbered/ordered list to the reply body.
Select/change email IDAll the emails configured for inbox are displayed here, you can select the email ID from which you wish to send this email.
If you have received a mail on different mail ID and you send a reply using a different mail ID- the user will receive the old conversation thread in the current mail.
Email bodyYou can only send a reply when the body contains some information. To send a reply without any content, use blank spaces.

2.3 Customer contact details

Contact detailsCustomers name, number and email are displayed. You can view activities that are happening with this email contact by clicking the Recent conversation. Click View all to see all the details on the Contacts tab.

2.4 Email ticket details

Email ticket detailsPriority: You can change the priority to low, medium, or high
Assignee: You can assign the email conversation to a Group (which gets auto-assign to an agent) or you can assign this thread to an agent. Configure Email group and agent.
Tags: You can tag this conversation to any of the configured tags.

2.5 Other details

Ticket fieldsThese are custom fields, you can configure them in settings.
CollaboratorsMore than one agent can help to resolve a ticket (similar to a group chat). Add collaborator names by selecting the names from the dropdown menu.
Activity logThe activity log consists summary of all the changes/updates that have taken place on this ticket (ticket ID). For example, Change of status/priority, Transfer of ticket from one agent to another, Reopening of the ticket, Breach of SLA, etc.