Within Teamwork Desk the inbox is the center of activity where your tickets are managed.



This can be found by selecting the tickets option to the left of the Desk navigation bar:



There are three primary inboxes in Teamwork Desk:

My tickets

Holds all of your assigned, active, solved, and closed tickets.

Unified inbox

Holds all new, active, solved, and closed tickets from your full team or company. You can add or remove agents or department accounts that appear in the Unified Inbox by going to the Dashboard view.


Other inboxes

Specific people or teams can also have their own inbox. You can see Adrian, Billy, and DC have their own inbox, and the Billing Department has its own Inbox.

Each Inbox is made up of a number of folders. These folders are revealed once there are active tickets in the relevant folder. This means that you may not always see each of these folders in an Inbox.

  • New Mine
  • Assigned
  • Waiting on customer
  • On-hold
  • Solved
  • Closed
  • Spam
Sample inbox

Within Teamwork Desk, a sample inbox is automatically created for you when you first access your site. It is designed for you to test out sending and interacting with tickets, before creating inboxes of your own.

Since it is intended for basic testing purposes only, the Sample Inbox has a limit of 20 messages in place. This limit includes both Inbound and outbound messages.

After twenty messages, no new messages will be sent or received by the inbox.

For more information see: Inboxes and Unified Inboxes