Within Teamwork Desk, you can use the starred inboxes view to view tickets from across multiple inboxes at the same time.
Note: The starred inboxes tab will only appear in your Tickets section if you have created more than one inbox.
Select the Tickets tab from the main navigation bar at the top of your site.
In the left sidebar, click Tickets to view a list of the individual inboxes you have access to. At the top of this list, you will see an option for Starred Inboxes.
Similarly to individual inboxes, the Starred Inboxes section is broken down by ticket status.
- New - Your
company may receive emails to many
different inboxes: e.g. enquiries@,
sales@, product1@, etc... Each person
(agent) may be assigned to different
Inbox’s, and will go to the
'New' folder to receive all their
new emails from across their selected
- Mine - This is a
collection of active tickets that are
assigned to you.
- On-hold - You can place
tickets as on-hold in situations
where you may need to go find further
information perhaps from a linked task
in Teamwork. All of your team’s
on-hold tickets will appear
- Assigned - These are
active tickets that have been assigned
across all users.
- Waiting on customer - A
ticket may be marked as Waiting
on Customer when you are replying
to a person and are expecting a reply
back. All of your team’s Waiting
on Customer tickets will
- Spam - The amount of
emails in your Starred Inboxes view
that have been considered spam by your
set spam settings or have been
manually marked as spam.
- Custom -
If you have any custom
statuses set up, and those
statuses are currently in use on
tickets, you will also see
subsections for each of those
📝 In Teamwork Desk's navigation redesign, currently in early release, the status groups have moved to a secondary horizontal navigation for Starred Inboxes, My Tickets, Custom Views (aka smart inboxes), Individual inboxes, and Training Wheels.
In the Home area, you can choose which inboxes you want displayed in your Starred Inboxes view.
All of the inboxes you have access to will be listed in the Summary section.
To star an inbox and add it to your Starred Inboxes view in the Tickets area, click the star icon to the left of the inbox name.
Your starred inboxes are highlighted with an orange star.
When you hover over an individual inbox, you can use the X to remove yourself from the inbox.
Note: Any tickets currently assigned to you in that inbox will be unassigned.
You can get an overview of all tickets in your Starred Inboxes view in the top left of the Home area's Summary tab.
For more information, see: Smart Inboxes Overview