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.
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