The Inbox — Good to know

• An internal note does not clear Needs reply. That is deliberate — the customer is still waiting. • A reply answers the customer only when it goes to an address the ticket has for them: the one they gave in chat, the one their email came from, or the email field your mailbox or chat widget fills in. If a customer asks to be answered at a new address, put it in that email field before you reply, or the reply is treated like an email to a supplier and the conversation stays in Needs reply. • If a table has two People fields and neither is named for the job, the Inbox will not guess which one means owner; rename one to Assignee. • Mine means tickets whose owner field names you as a person, not your name typed as text. A ticket assigned to two people is in both of their Mine tabs. An owner typed as plain text belongs to nobody, so that ticket shows under neither Mine nor Unassigned; pick the person instead.