The Inbox — Tips

• Notifications about new messages open the conversation straight in the Inbox; the full record is one click further, under Open record. • Details, above the conversation, opens the ticket's other fields and the records linked to it beside the thread, so you rarely need to leave the queue to answer well. On a narrower window it opens over the thread instead, and the Inbox remembers whether you left it open. • Mine is the default view once anything is assigned to you; otherwise the Inbox opens on All so it is never mysteriously empty. • A chat visitor can leave an email address mid-conversation. When they do, it fills the reply box automatically, so an answer written after they close the tab still reaches them. • A team's name is what each ticket stores, so renaming one on Settings › Teams updates every ticket that names it. Removing a team leaves those tickets saying what they said.