The Inbox

The Inbox is the home screen. It has three panes, left to right:

1. Conversation list: the queue, filtered by whatever the sidebar and filter popover say.
2. Thread: the selected conversation, with the composer docked to the bottom. See Working a ticket.
3. Details: the facts beside the conversation: assignee, attributes, customer, and the Auralis panel.

The list and details panes can each be collapsed from their own header; the choice is remembered. On narrower windows the details pane becomes an overlay drawer instead of a column.

The sidebar

To the left of the list sits the Inbox sidebar: a header, the status group, your saved views, and a Channels section.

The header holds the Inbox title, a magnifier that swaps the title for a search box (searches subject and body, press Enter to apply), and a + that opens the new-ticket form. The + only appears for roles that can create tickets.

Status groups

Eight rows filter the queue. The first six carry live counts; Mine and Unassigned carry none, because the queue is not counted per assignee.

Each status row is a toggle, and you can select several at once. The default view with nothing selected is open plus pending.

The filter popover

The list's sub-header shows the filtered total, the scope you are looking at, and a sliders icon that opens the filter popover. It offers:

• Priority: urgent, high, normal, low (multi-select).
• Overdue: overdue only.
• Assignee: anyone, mine, or unassigned.
• Status: the five statuses, multi-select.

Every checkbox applies immediately; Done just closes the popover, and Clear resets only what the popover owns (not your search or saved view). A badge on the trigger counts the active filter groups, so a filter can never be on and invisible. When any filter is active, a Clear filters control also appears at the bottom of the sidebar.

All filters live in the page address, so a filtered queue can be bookmarked or sent to a teammate as a link.

Saved views

The Views section stores filter sets as named rows.

To save one: set up the filters you want, then click the + in the Views header. Name the view, and tick Share with the workspace if everyone on the team should see it; otherwise it is yours alone. Shared views are marked "shared" in the list.

Things worth knowing:

• A view stores status, priority, assignee scope, overdue and the search term. The channel filter is not stored in a view yet; the save dialog tells you so and you reapply it after opening the view.
• Applying a view is never restricted: it is just a way of reading the queue. Saving one needs editor; deleting one needs admin.
• The section shows six views, then "+N more". An active view is never hidden behind the cut.

Channels

The Channels section lists every source that currently has tickets, busiest first, each with a count: Email, Web widget, AI handoff, Phone, Voicemail, SMS, WhatsApp, API, Manual, Migrated, whichever apply. Click one to filter the queue to that source. A workspace with no traffic yet shows no Channels section.

The conversation list

Each row shows the conversation, and at most one flag beside it, in escalation order:

1. Live if the customer is in a live session right now.
2. Overdue if an SLA target has been missed.
3. A countdown, when a first response is due soon.

Rows are selected by their checkbox; clicking the row itself opens the conversation in the thread pane. A per-row menu offers quick actions.

Bulk actions

Ticking one or more checkboxes replaces the sub-header with the bulk toolbar: a select-all box, the "N selected" count, and three verbs:

• Change status: pick any of the five statuses.
• Priority: pick urgent, high, normal or low.
• Unassign: clear the assignee from the selection.

Bulk updates need the admin role. Any signed-in member can still select rows and see the count; below the admin floor the three verbs are replaced by a sentence saying who can. Escape (or the select box) clears the selection.

Pagination

The list shows 50 conversations per page, with a "Showing X–Y of Z" range and previous/next controls in its footer. A bookmarked page number that has gone out of range lands you on the last page that exists, filters intact.

The details pane

The right-hand pane describes the selected conversation:

• Assignee and Team at the top. The assignee control assigns, reassigns or unassigns; team is shown when the ticket has one.
• Auralis: the Copilot panel, pinned first. See Working a ticket.
• Conversation attributes: ID, channel, priority, status, created and updated times, first-response and resolution due times, solved time, CSAT score, a live-session indicator, and tags. Tags are edited inline here.
• Customer: name (linked to the customer record) and email.
• Recent conversations: up to five other tickets from the same customer.

The pane header's controls open the conversation's full page in a new tab or collapse the pane. Sections below the fixed rows are collapsible.

The thread header

Above the conversation: the subject, and five controls.

• Draft with Auralis (the sparkle): opens the Copilot panel in the details pane, restoring or overlaying that pane if it is hidden.
• The overflow menu (…): Open full page, and for admins Raise to urgent and Unassign.
• Priority (the coloured dot): set low, normal, high or urgent.
• Put on hold (the moon).
• Mark as solved (the tick).

Hold and solve are only offered when they are legal moves for the ticket's current status; see status transitions.