Navigating the unified inbox
Views, channel badges, keyboard-first triage — how the inbox is laid out.
Published 6/12/2026Updated 9/9/2026
Inbox & Tickets
Navigating the unified inbox
Views, channel badges, keyboard-first triage — how the inbox is laid out.
Every channel, one queueSearch with Cmd/Ctrl+K
The Inbox is where all conversations land, whatever the channel. Each ticket carries a channel badge (Amazon, Shopify, eBay, Walmart, TikTok Shop, Email, Live Chat, WhatsApp) so you always know where a message came from and where your reply will be delivered.
Layout
☰Views sidebar (left)Predefined queues: everything that is open, what is assigned to you, unassigned tickets, and per-channel views.
≡Ticket list (middle)Sorted by most recent activity, with the customer, subject, channel and status at a glance.
✎Conversation (right)The full thread, the reply box, and the customer sidebar with their orders and history.
Working a ticket
- ·Reply sends your message back on the ticket's original channel.
- ·Internal note is team-only; the customer never sees it.
- ·Assign routes the ticket to a teammate.
- ·Status tracks progress — see the dedicated article on statuses.
Tips
- ✓Use search (the magnifier, or Cmd/Ctrl+K) to find any ticket, customer or article by keyword.
- ✓Filter by channel when you want to clear one queue at a time — marketplace SLAs make the Amazon view a good morning ritual.
- ✓The unread badge on the sidebar counts open tickets so you always know the size of the queue.
One inbox, every channel
Reply where the customer wrote you, without leaving the queue.
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