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Unified Inbox — merging Chats and Tickets

note

Unified Inbox is rolling out gradually and is currently feature-gated. If you don't see these changes yet, they haven't been enabled for your account.

What shipped​

Chats and Tickets are moving onto one shared status model. Instead of each having its own separate set of statuses, both now flow through the same five status categories — Queue → In Progress → On Hold → Resolved → Closed — and admins can define their own custom statuses within each category (except Queue and Closed, which stay system-controlled). SLA policies, which previously only applied to tickets and email, now apply to chats as well, with a live SLA countdown shown directly on chat cards and in the conversation header.

Who it's for​

  • Admins get a new Ticket Statuses settings page to create, edit, and delete custom statuses, and can extend SLA policies to cover chats.
  • Agents see the same status categories and SLA information whether they're working a chat or a ticket, so switching between the two no longer means learning two different status vocabularies.

How to use​

For admins — configuring statuses:

  1. Go to Settings → Inbox Settings → Ticket Statuses.
  2. Each of the five categories (Queue, In Progress, On Hold, Resolved, Closed) lists its current statuses.
  3. In In Progress, On Hold, or Resolved, select Add status to create a custom status for that category. Queue and Closed only support their default system status.
  4. Use the row menu to edit or delete a custom status. Default/system statuses can't be deleted.

For admins — SLA on chats:

  1. Go to Settings → Inbox Settings → SLA Policy.
  2. Create or edit a policy and include Chat as a covered channel alongside Ticket/Email.
  3. Once saved, chats matching the policy's conditions show a live SLA countdown on their chat card and in the conversation header.

For agents:

  1. Open any chat or ticket — the status dropdown in the conversation header now shows the unified category list, ordered Queue → In Progress → On Hold → Resolved → Closed.
  2. Use the status filter in Chats or Tickets to filter by category the same way on both screens.
  3. Where a policy applies, watch the SLA clock on the chat card or in the header to see time remaining before a breach.

Screenshots​

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