Work the support inbox

Stop switching between a chat tool and a ticket tool. Admin → Inbox lists every conversation and ticket your team owns, and lets you triage, assign, and act on them without opening each one.

Find your scope

The left sidebar splits into a few groups:

Group	Scopes
Conversations	All conversations, Assigned to me, Unassigned, Mentions, Saved messages
Tickets	All tickets, Customer, Back office, Trackers
AI	Quinn activity, with All, Pending, Escalated, and Resolved chips
Teams	One row per team (appears once your workspace has more than one)
Saved views	Your own saved filter combinations, pinned ones first
Tags / Segments	Every tag and segment with an open item, with live counts

Start your day in Assigned to me, then sweep Unassigned so nothing sits without an owner.

Above the list, triage chips narrow by Open, Waiting, Closed, or All, and a priority filter narrows by None, Low, Medium, High, or Urgent. If your workspace tracks companies, a company picker filters by account too.

The search box matches on the visitor's name or on message content, so you can find a thread even if you only remember what was said.

Status and priority chips are hidden while viewing Mentions or a custom saved view, since those scopes already define their own item set.

Assign work

Assign a conversation or ticket to a teammate or to a team. Open the item and use the assignee control, or select one or more rows and assign from the bulk action bar. Filter by Unassigned to find work nobody owns yet, or by a teammate's name to see what's on their plate.

Bulk actions

Select multiple rows with the checkbox (or the x key) to reveal the bulk action bar:

Assign: hand off to a teammate
Team: hand off to a team
Priority: set priority across the selection
Snooze: delay until later (conversations only; disabled if a ticket is in the selection)
Close: close everything selected

Reopening a conversation and creating a ticket from a conversation aren't bulk actions. Use the keyboard shortcuts or the command bar on a single open item instead.

Keyboard-driven triage

Open the command bar with ⌘K (or Ctrl+K) from anywhere, including while typing. Press ? for the full shortcut list. With an item open:

Key	Action
`j` / `↓`	Next item
`k` / `↑`	Previous item
`r`	Reply
`q`	Ask Copilot
`a`	Assign to a teammate
`t`	Assign to a team
`s`	Snooze
`p`	Set priority
`e`	Close
`u`	Reopen
`c`	Create a ticket from this conversation
`x`	Toggle selection
`/`	Focus search

Single-key shortcuts are suppressed while you're typing in a text field, so you never trigger one by accident while writing a reply.

Next steps

Handle conversations: lifecycle, priority, and internal notes
Manage support tickets: statuses, stages, and linking to conversations
Save inbox views: turn a filter combination into a reusable view
Use macros: insert saved replies and bundled actions from the composer