Within Teamwork Desk, you can create new
inboxes for the various customer issues you
will be handling.
📝 This page relates to
the Classic Desk navigation
experience. In Teamwork Desk's navigation
redesign, currently in early release,
smart inboxes are now called custom
views.
These inboxes are separate, but you also
have access to a unified inbox where you
can choose to view emails from selected
inboxes all in one place.
To view your inboxes, go to the Tickets
area at the top of your site.
In the left pane, you will see a list of
your created inboxes along with your
starred inboxes.
Starred inboxes
By starring certain inboxes, you can
then use the Starred Inboxes view to
see all tickets across the selected
inboxes in one place.
To view which inboxes you have
starred, select Home from the
top navigation bar.
In the My Inboxes section,
you will see a list of the current
inboxes you have access to.
You can add inboxes to your Starred Inboxes view in the
Tickets area by clicking the star icon
to the left of the inbox name.
If you are an administrator, you
will also have an additional option at the end
to add yourself directly to other inboxes you
have access to.
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.
Individual inboxes
The individual inboxes created on your
site will be listed beneath the Starred
Inboxes section in the Tickets area. The
tickets shown in these are specific to
each inbox and you can access subsections
based on ticket status.
- 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.
- 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
statuses.
📝 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.
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.
Smart inboxes
You can use smart
inboxes to create a
custom view of a specific
group of
tickets.
When creating a
smart inbox, you can
add one or
multiple conditions as
the basis for which tickets
will be included. You can also
set the conditions for when
either any or all selected
conditions are
matched.
For more information, see: Using the Starred
Inboxes View