Inbox
The Inbox is where new or unassigned customer requests, cases, or assignments appear. It acts as a triage area where users can review, claim, and organise incoming work.
Tabs and Filters
At the top of the page:
All (12): Shows all unarchived items in the inbox.
Flagged (0): Displays items marked for special attention.
On Hold (0): Displays items currently paused or waiting on further input.
Toolbar Actions
+ Add customer request: Opens a form to manually log a new case or customer interaction.
Settings: Opens inbox configuration options (e.g., categories, visibility rules).
Assign to: Use this to bulk assign cases to yourself or team members.
Inbox Item Details
Each row in the inbox represents a submitted case or request and includes the following:
Source
Shows the organization that submitted the case (e.g., "Datasourcery Limited").
Title
Case title, displayed in bold (e.g., "Test case H&S"). Click to open the full case.
Description Preview
A brief snippet of the case content.
Submitted Timestamp
The date and time when the request was submitted.
Due Date
Shows due date if set. Highlights in red when overdue or due today.
Assignment Options
"Assign to me" link or drag-and-drop to a team member for manual assignment.
Quick Actions
Icons to flag, comment, archive, or delete the item.
Visual Cues
Red "Due today" label: Indicates tasks or cases requiring immediate attention.
No due date set: A small calendar icon will show this status for unprioritized items.
Pagination: If there are more than 12 cases, page navigation appears at the bottom right.
Best Practices
Check your inbox daily to ensure urgent or overdue cases are addressed promptly.
Use the flag feature to track high-priority or incomplete cases.
Assign incoming work quickly to the appropriate team or person.
Clear out resolved or misdirected cases by archiving them.
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