Understanding the Inbox
The Zupport inbox is where all your customer conversations live. Regardless of which channel a message comes from — Email, Facebook, Instagram, Website Widget, or marketplace chats — it all appears in one unified view.
Key Inbox Actions
📋 Viewing Tickets
The inbox shows all tickets sorted by most recent activity. Click any ticket to view the full conversation thread, customer details, and order history (for e-commerce integrations).
✍️ Replying to Customers
Use the reply box at the bottom of each ticket to respond. Zupport supports:
- Rich text formatting
- File attachments (images, documents, etc.)
- Quick replies / canned responses
- AI-suggested replies powered by ZIA
🏷️ Using Labels
Add labels to tickets to organize them by category, priority, or any custom classification. Labels help you filter and find specific conversations quickly.
👤 Assigning Tickets
Assign tickets to specific agents or teams. You can set up auto-assignment rules so incoming tickets are automatically routed to the right person.
🔄 Opening & Closing Tickets
Mark tickets as Open, Pending, or Closed. Closed tickets can be reopened if the customer replies again. You can also set up auto-close rules to automatically close inactive tickets.
📝 Internal Notes
Leave internal notes on tickets that are only visible to your team. Use @mentions to tag specific team members and draw their attention.
🔍 Searching & Filtering
Use the search bar to find tickets by keyword, customer name, or email. Apply filters to narrow results by status, channel, assignee, label, or date range.
💡 Pro tip: Save frequently used filters for quick access. This is especially useful if you manage tickets across multiple brands or channels.