Aside from creating and managing tickets in the “Ticketing” tab, you can also interact with the Ticketing module in Inbox, allowing you to manage customer inquiries and requests while responding to conversations. This article will guide you through how to use the Ticketing module in Inbox.

Ticket activity indicator within a conversation

The Ticket Activity Indicator appears in the conversation window whenever key ticket-related actions take place. This helps you stay informed about ticket progress directly within the conversation. The indicator is displayed based on the activity timestamp when:

1. A new ticket is created for the conversation
   

2. A ticket is marked as resolved
   

3. A resolved ticket is reopened by changing its status to “To do,” “In progress,”,“On hold” or “Reopened”.
   

You can click on the ticket number in the activity indicator to view the full details of the ticket. This provides quick access to relevant ticket information without leaving the conversation.

“Ticket” tab in the “Contact info panel”

In addition to creating tickets, you can view, edit, and access related conversations directly from the “Ticket” tab in the “Contact info panel”, located on the right side of a conversation. This provides a quick and organized way to manage tickets associated with a contact.
 

You can follow the steps below to open the “Ticket tab” in the “Contact info panel”:

1. Locate a conversation in Inbox
   
2. On the right side of the conversation, click the  icon to open the “Ticket tab”

“Ongoing” and “Resolved” tab

In the “Ticket” tab, you will find:

• “Ongoing” ticket tab: Displays tickets with the statuses “To Do,” “In progress,” “On hold,” and “Reopened”
  
• “Resolved” ticket tab: Contains tickets that have been marked as “Resolved”
  

Ticket preview

The Ticket Preview section provides a quick overview of all tickets associated with a contact, allowing you to track and manage them efficiently. Tickets are sorted by creation date, with the earliest ones appearing at the top. 

From this section, you can easily check key ticket details, access related conversations, and navigate back to the ticket creation activity indicator within the conversation window for better context and tracking. 

Here are the information you will see in the “Ticket preview”:

• Ticket title

• Ticket ID

• Ticket due date

• Ticket status

• Ticket type

• Ticket priority

• Assignee

• Ticket channel

In the “Ticket preview” card, you can edit the following items without going into the ticket:

• Ticket Due date

• Ticket status

• Ticket type

• Priority

You can also click “View related conversations” to quickly navigate back to the ticket creation activity indicator within the conversation window for better context and tracking.