Inbox Management for Support Ticket
Written by B3Networks Academy
Updated at February 19th, 2025
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Table of Contents
Create New Inbox for Support Ticket
- Go to Phone System > view System
- Select Omnichannel > Inbox
- Click on Create button
- Select Type = Support ticket
- Fill in the fields
- Type = Support ticket
- Name
- Assignment mode = Manual
- Reassignment timing
- Agents
- In the Form Template section, select an Inbox/Inbox SLA form template. Users can also toggle "Allow the agent to update the user's answer" on or off
- Click Create
After the inbox is created, it can be edited or deleted.
- Select Type = Support ticket
- Search for the Inbox that you want to set up
- Click on the Setting icon
- Click on Form management
- Select an Inbox/Inbox SLA form template. Users can also toggle "Allow the agent to update the user's answer" on or off
- Click Save
Set up Chat Inactivity Action
Auto-end assigned ticket after a period of inactivity (Days):
Owner/Admins can set up auto-end assigned ticket after a period of inactivity.
- Support Tickets: Configurable from 1 to 365 days.
Auto-end waiting ticket after a period of inactivity (Days):
Owner/Admins can also configure auto-end waiting ticket after a period of inactivity.
- Support Tickets: Configurable from 1 to 180 days.
Create a New Form
- Phone system > System > Omnichannel > Form Template
- Create
- Fill in the fields
- Input Template name
- Type = Inbox or Inbox SLA
- Publish
After the form is published, it cannot be edited anymore.
