📥 Working The Inbox

The Inbox is your list of tickets. It opens on the tickets somebody still has to do something about, so a desk carrying a thousand imported tickets starts on today's work, not pages of history.

Where to find it:

Open Tickets on the desk's menu bar, then Inbox. Needs you, next to Dashboard, opens the Inbox filtered to open tickets. The Inbox lists 25 tickets a page, newest activity first.

Filtering and finding:

• Chips across the top show live counts: Still to do, Everything, Needs you, Waiting on the customer, Solved, Closed and Spam. A status with no tickets is hidden unless you are filtered to it.
• The search box matches the subject or the ticket number, so a customer quoting their number is found at once. A search always looks through everything, closed tickets included.
• Paging appears under the table once there is more than one page.

Picking dates:

Under the chips sits the date picker: Today, Yesterday, 7 days, 30 days, 90 days, This year, Lifetime, or Custom with your own two dates and Show. Pick one and the list, the counts and the search keep to tickets that came in on those dates, with Show every date to bring the whole list back. The Inbox always opens on every date.

What each row tells you:

• Status, in words: New, not answered yet; Customer replied; Open; Waiting on the customer; Solved; Closed; or Spam. An Asked for you tag shows when a customer was chatting and asked for a person.
• ID: the ticket number, linking to the ticket.
• Subject, with a chip for the product and one for High or Urgent priority.
• Customer: their photo or initial, name and email.
• Spent: what that person has spent with you across every ResultsAiX plugin on this site, counted once per sale. Only you ever see this.
• AI: the category, a hot badge when the mood was frustrated or angry, and an auto badge when the AI already answered.
• Updated: how long ago the ticket last changed.

What the statuses mean:

• Needs you, or open: waiting on you.
• Waiting on the customer: you or the AI replied and the next move is theirs. A customer reply by email or from their page brings it back to Needs you.
• Solved and Closed both stamp a closed date on the ticket.
• Spam: set by you, or by the AI when it is sure a message is junk.

Step by step, finding one ticket:

1. Open Tickets, Inbox.
2. Type the ticket number, or a word from the subject, into the search box.
3. Press Search. The search looks through every ticket, closed ones included.
4. Click the number or the subject to open it.

Step by step, a week's view:

1. Press 7 days under the chips.
2. The list and every count now cover tickets that came in during those days.
3. Press Everything to see all of them, whatever their status.
4. Press Show every date to go back to the full inbox.

The Spent column:

It shows what that person has spent with you across every ResultsAiX plugin on this site, with each sale counted once even when several systems recorded it. It is there so you know who you are talking to; it is never shown to the customer.

AI badges at a glance:

• The category, such as license or howto.
• A hot badge: the mood came back frustrated or angry. Answer these first.
• An auto badge: the AI already answered this ticket by itself.

A real example:

Monday at Yoursite Studio: Still to do shows 17, Needs you 7. Sam clicks Needs you and sees two Customer replied rows with a High chip at the top, then five New, not answered yet rows, most with a Reply drafted already. Typing 1017 in the search box opens Grace's ticket about a blank bookings page straight away.

Tips:

• Work Needs you top to bottom; drafts make most rows a one-minute job.
• Until the first ticket arrives the Inbox shows how tickets land: your form, your support address, or a sales notification.
• See Inside A Ticket: Thread, Replies And Notes for everything you can do on one ticket.