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
Inbox’s.
- 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
here.
- 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
appear here.
- 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
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.
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.
