The support inbox
The support inbox gives every customer question one thread, whichever channel it came in on. Instead of a shared mailbox nobody owns and a phone that keeps a private history, your team sees the whole conversation against the customer record.
The support inbox needs Growth or Pro. On Solo the page shows a locked overlay with an upgrade prompt.
Open a ticket
- Go to Support in the dashboard and choose New ticket…
- Pick the Customer.
- Choose Send first message via. In-app only logs an internal note. Email, SMS, WhatsApp, and Messenger appear here when you have that channel configured.
- Enter a Subject and your Message, then choose Send.
A message is required when you are sending on an external channel. For In-app only the message is optional. A ticket that still has no messages is removed after 48 hours.
Work the queue
The list opens on Open tickets. It shows From, the time and first three lines of the Last received message, and the same for Last reply when that reply came after the last message you received. Status and Priority stay on the row. Filter by Status - Open, Needs reply, Resolved, Closed, or All statuses - and by Priority - Low, Normal, High, or Urgent. The search box matches subject, contact name, email, and phone.
Support in the left menu shows how many open tickets have a new customer message that still needs a reply. That number refreshes every minute. Choose the number to open just those tickets.
New activity appears without a page refresh, so the inbox is safe to leave open on a front-desk screen.
Reply to a customer
Open the ticket to see the whole thread with the channel each message came in on and whether it was delivered.
- Choose Send via and pick the channel: In-app thread, Email, SMS, WhatsApp, or Messenger.
- Type your reply and choose Send.
- Choose Close when the conversation is finished.
You can reply on a different channel from the one the customer used. Messages show Sending and then Delivered, and a failed send is marked so it does not silently disappear.
Tags
Add tags to a ticket to group it by theme - billing, injury, membership freeze - then filter the list by tag. Support ticket tags are managed in Tags & Categories → Tags with the entity type set to Support tickets. See Tags and categories.
Channels
The support inbox uses the channels you have already set up:
- Email through your configured sending setup
- SMS through your SMS number - see Set up SMS messaging
- WhatsApp and Messenger where connected
If a channel is not configured it does not appear in the Send via list.
Good to know
- Tickets are private to your workspace. Only staff with support permission can see them.
- Message bodies are text. To share a document with a customer, use compliance documents or the customer portal.
- Status and priority are shown on the ticket for triage and filtering.