Support inbox
Resolve the conversation. Track the work that continues.
Live chat, email, tickets, Quinn, Copilot, SLAs, workflows, and customer context in one support inbox.
One queue for the talk, the work, and the customer.
Conversations and tickets in one queue
Handle live chat and email conversations beside customer tickets, internal work, and tracker tickets. Mine, Unassigned, All, Mentions, team queues, saved views, and deep links keep the exact scope visible.
Customer and company context beside every reply
See the customer, company, plan, activity, linked feedback, and related tickets without searching another system. Convert a recurring request into voteable feedback while the original conversation stays attached.
SLAs and workflows that keep work moving
Set office-hours-aware response and resolution targets, route work to teams, and automate assignment, tags, priority, snoozing, and attributes. The queue can sort by the SLA most likely to breach.
Quinn and Copilot in the flow of work
Quinn resolves known customer questions from your help center. When a teammate takes over, Copilot can summarize the thread, search sources, draft replies, adjust tone, and propose actions for approval.
Built for keyboard-driven support
Move through a busy queue without turning every update into a click hunt. Keyboard navigation, the command bar, saved views, and bulk actions keep routine triage fast.
- Navigate the queue with j/k keys
- Assign, snooze, prioritize, and close without the mouse
- Open the command bar for common actions
- Apply bulk updates across selected work
FAQ
Frequently asked questions
What appears in the support inbox?
Live chat and email conversations appear alongside customer, back-office, and tracker tickets. Teammates can reply, leave internal notes, assign owners and teams, set priority, snooze work, and move between conversations and tickets without changing tools.
How are conversations different from tickets?
A conversation handles the immediate exchange with a customer. A ticket tracks work that continues after the conversation ends, including private customer issues, internal tasks, and one issue affecting several customers. The two stay linked when you need both.
How does AI work in the inbox?
Quinn answers known questions from your help center and hands off when a teammate is needed. Copilot helps teammates summarize context, draft or rewrite replies, search knowledge, and propose actions without leaving the thread.
Can teams automate routing and response targets?
Yes. Visual workflows assign teams and owners, add tags, set priority, snooze work, and apply SLA policies. Office-hours-aware first-response, next-response, and time-to-close targets appear directly in the queue.
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