Inbox
Overview
The inbox collects what arrived without being reliably matchable — a mail from an unknown address, a message without a case number, a contact form without a customer.
That is not a fault state but a deliberate intermediate step. The alternative would be to guess at unclear arrivals and file them wrongly — which nobody finds again later. Better to decide once, briefly, than to search permanently in the wrong place.
Core tasks
Four routes are available, and the inbox is only empty once every arrival has taken one of them:
Assign a customer. The normal case: the arrival belongs to a known customer and becomes a regular ticket.
Assign a project. For arrivals belonging to a running engagement.
Convert into a task. When there is no customer matter behind it but internal work — the arrival becomes a task, without a support trail.
Discard as noise. Advertising, misdeliveries, automatic replies. Discarding is reversible — the confirmation says so explicitly. So there is no need to hesitate.
The list shows subject, channel — email, portal or chat — and time of arrival. All four actions also work on several arrivals at once.
Fields in detail
The inbox itself has no input mask — it is a view on the tickets. What gets saved is the view, not its content.
Saved view
| Field | Required | Values / format | What it does |
|---|---|---|---|
Name name | yes | text | What the view is called in the sidebar. |
Scope scope | no | personal or shared | Personal is seen by you alone, shared by the whole house. A shared view is a work queue for everyone — which is why a name that needs no explanation pays off. |
Brand brandId | no | one of your brands | Limits the view to one brand. |
Filters filters | no | filter conditions | What the view shows — status, priority, team, owner, tags. Exactly the selection you made above. |
Sorting sort | no | field and direction | What it is sorted by. On a work queue this decides what gets picked up first. |
Columns columns | no | list of columns | Which details the list shows. |
Order sortOrder | no | number | Position in the sidebar. |
Settings & permissions
- Module
module.tickets. tickets.ticket.editfor assignment,tickets.ticket.bulkfor bulk actions.- What lands here is decided by recognition. If the sender is known through the customer's email
recognition or a contact address, a ticket is created directly and the arrival never appears here.
- The mailboxes supply the inflow — see Support mailboxes.
FAQ & troubleshooting
The inbox keeps filling with the same senders. Then the match is missing at source. Register the sender domain on the customer or the address on the contact — after that their mail lands straight in a ticket.
I discarded something by accident. Discarding is reversible. The arrival is not deleted.
An arrival belongs to an existing ticket. Assign it to the customer and then combine the two tickets through Merge.
The inbox stays empty although mail is arriving. Then every arrival is being matched reliably — the desired state. If nothing arrives at all, check the support mailboxes.