Shared inbox
One queue, and nothing quietly slips out of it
Support mail, portal submissions and forwarded threads all become tracked tickets in the same live queue. Open, Unassigned, Pending and All are four views of one truth, so nobody has to ask who is looking at what.
- Four saved views: Open, Unassigned, Pending, All conversations
- Live counts and unread markers update as teammates work
- Collision awareness: see who is reading and typing on a ticket
- Search across subject, body, customer, client, tag and reference
Inbound becomes tickets
- Invoice total looks wrong
- Cannot sign in to the portal
- Order SO-88213 never arrived
- How do I add a teammate?
HD-4182
Invoice total looks wrong
priya@northwind.co
Inside the workspace
What your team actually sees
The three-pane workbench: queue on the left, the conversation in the middle, and full customer context on the right - no tab hopping to answer a question.
- HD-418212m left
Invoice total looks wrong
Priya - Northwindbilling - HD-4181breached
Cannot sign in to the portal
Marcus - Arclightaccess - HD-41781h 40m
Order SO-88213 never arrived
Dana - Kestreldelivery - HD-41743h 05m
How do I add a teammate?
Sam - Fielderhow-to - HD-41706h 12m
Refund request for March
Ana - Looprefund
Invoice total looks wrong
HD-4182 - Northwind Ltd - priority: high - owner: Rae S.
Priya Raman - customer
09:12
Our March invoice shows 14 seats but we only have 11 active agents. Can you check before we pay?
Internal note - not visible to the customer
Billing exported the seat log: 3 seats deactivated on 12 March, pro-rata credit due.
AI draft - grounded in docs + 42 past resolutions
Hi Priya, you are right - three seats were deactivated on 12 March. I have raised a pro-rata credit of £186 against invoice INV-2291 and it will appear on your next statement...
Customer
- Priya Raman
- priya@northwind.co
- Client
- Northwind Ltd - Tier 1
- Open tickets
- 2
- CSAT
- 4.8 / 5
SLA
- First response
- 12m left
- Resolution
- 5h 40m
- Policy
- Tier 1 - business hours
Audit trail
- 09:12 captured from support@
- 09:12 rule "billing" set priority high
- 09:12 round-robin to Rae S.
- 09:14 AI draft generated
Capabilities
Built for this job, not bolted on
Everything in one list
Mailboxes, clients and channels merge into a single ordered queue you can filter, not five separate inboxes.
Tags that mean something
A managed tag catalogue with colours, so billing, delivery and access queries can be triaged and reported on.
Merge and split
Fold duplicate threads into one ticket, or split a sprawling thread into separate issues with their own owners.
Instant retrieval
Search the whole history, including closed tickets and internal notes, and jump straight to the message.
Internal notes
Private notes sit inline with the customer thread so context never lives in a separate chat app.
Attachments handled
Screenshots, invoices and logs stay attached to the ticket and are visible to the customer in the portal.
How it runs
From arrival to answer
- 1
Arrives
Mail hits your connected mailbox or a customer submits through the portal.
- 2
Matched
Sender is matched to a customer and client record, or a new one is created.
- 3
Queued
The ticket appears in Unassigned with a reference, tags and a running SLA clock.
- 4
Owned
An agent claims it, or a rule assigns it - either way it has one accountable owner.
End to end
Everything this part of the platform covers
Each block below is a working part of the product, not a roadmap item.
Queue and views
The inbox is one ordered queue with saved views instead of a folder tree, so triage never depends on where a message was filed.
- Open, Unassigned, Pending and All conversations as live views with counts
- Filter by client, owner, tag, status, priority and SLA state
- Unread markers and last-activity ordering so the oldest risk floats up
- Bulk actions for assigning, tagging and closing in one pass
The conversation pane
Everything needed to answer sits beside the message: customer history, notes, attachments and drafts.
- Public replies and internal notes in one chronological thread
- Canned responses with variable substitution inserted inline
- Attachments preserved on both the agent and portal side
- AI drafts grounded in your docs and past resolutions, always approved by a human
Ticket operations
Real queues get messy, so the destructive-looking operations are first-class and fully audited.
- Merge duplicate threads into one ticket with a preserved history
- Split a sprawling thread into separate tickets with their own owners
- Link parent and child tickets for multi-part work
- Custom fields render dynamically per ticket type
Context panel
The right-hand panel is the customer record, not a stub - it is the same data reporting runs on.
- Customer, client and tier with open ticket count and CSAT
- Live SLA clocks for first response and resolution
- Audit trail of every status, owner, tag and rule action
- Quick jumps to the customer's other tickets and portal profile
Who it is for
What each person gets out of it
Agents
One queue, keyboard triage, and every answer within reach of the reply box.
Team leads
Unassigned and Pending views show where work is stalling before a customer chases.
Specialists
Linked and split tickets keep deep work separate without losing the customer thread.
Customers
One reference, one thread, and replies that reopen the same ticket every time.
Features inside this area
Go a level deeper
Canned responses
Saved replies with variables that fill from the ticket.
Merge and split
Fix duplicates and tangled threads without losing history.
Ticket linking
Parent and child relationships for multi-part work.
Custom fields
Capture the structured data your queue needs.
Tags and catalogue
A managed, colour-coded taxonomy for triage.
Knowledge search
Find the answer across docs and closed tickets.
Detail
The small print that matters
Ticket references
Sequential, human-readable references (HD-4182) that survive merges and appear in every email subject line.
Threading
Replies are matched back by reference and message headers, so customer responses reopen the same ticket rather than starting a new one.
Keyboard first
Command palette, plus jump shortcuts for the inbox, reports and settings; triage without touching the mouse.
Audit trail
Every status change, assignment, tag edit and merge is recorded with actor and timestamp.