Note: This version of Teamwork Desk is
no longer
supported.
Check
out our help
docs for the new version of Teamwork
Desk here.
Within Teamwork Desk, you can create new
inboxes for the various customer issues you
will be handling.
These inboxes are separate but you also
have access to a unified inbox where you
can choose to include emails from selected
inboxes all in one place.
To view your inboxes select Tickets from
the navigation bar to the top of Desk.
In the left pane you will see a list of
your created inboxes along with the
unified inbox.
Unified Inbox
The unified inbox is a collection of
emails from all the inboxes that you
have selected to be a part of.
To view what inboxes you have
included in the unified inbox select
'Dashboard' from the top navigation
bar.
The unified inbox will only appear if you
have created more than one inbox.
- New – Any new ticket that is
unassigned in any inbox added to the
unified inbox.
- All mine – Tickets that have been
assigned to you specifically.
- On-Hold – Tickets that have been
marked by an agent as on hold.
- Assigned – Tickets that are assigned
to others who are also a part of the
inboxes you are a part of.
- Waiting – Waiting on customer, tickets
that have been responded to, and
marked as waiting on customer.
- Spam - Any ticket received and
considered spam by the spam filter.
Specific inboxes
The specific inboxes are those inboxes
listed beneath the unified inbox in the
'Tickets' section. Tickets shown in these
are specific to that inbox.
- New – New tickets for that specific
inbox.
- Mine – Tickets assigned to me within
that inbox.
- On-Hold – Tickets marked as on-hold by
an agent within that inbox.
- Assigned – Assigned to others within
that inbox.
- Waiting – Waiting on customers to
reply to a ticket within that inboxes.
- Spam - Spam tickets in this inbox
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.
Note: After twenty messages,
no new messages will be sent or received
by the sample inbox.
For more information see: Unified inboxes
overview