Working the inbox

Folders

Each mailbox has a fixed set of folders — you can’t create arbitrary ones, but a workspace admin can add named custom folders per mailbox (Mailbox settings → Folders tab) alongside the built-ins:

Folder	What’s in it
Unassigned	Nobody’s picked it up yet
Mine	Assigned to you
Starred	Anything you’ve starred
Drafts	Replies/notes you’ve started but not sent
Assigned	Assigned to someone (including you, though “Mine” is usually more useful)
Snoozed	Hidden until it resurfaces
Sent	Conversations you’ve sent from this mailbox
Closed	Resolved
Spam	Marked as spam
Deleted	Soft-deleted — can be restored

All mailboxes sits above the per-mailbox tree and merges every mailbox you have access to into one view.

If you belong to more than one workspace, a separate Search everywhere entry merges conversations across workspaces too — see Search.

The conversation list

Each row shows: a status ring, a star toggle, the customer’s name, a subject + preview snippet, tag chips, a paperclip if there are attachments, a thread-count badge, the assignee’s initials, and a relative timestamp. Fifty conversations load per page.

Selecting rows (checkboxes, or the header “select all”) reveals a bulk actions bar with:

• Status — set Active, Pending, Closed, or Spam on every selected conversation at once.
• Assign — “Anyone” (unassigned) or a specific teammate.
• Workflow — only appears if the mailbox has manual workflows defined; runs one against everything selected. See Workflows.

The list header also has an Export CSV button, and — only in Deleted or Spam, and only if you have delete permission — an Empty folder button.

Keyboard shortcuts

These work while the list has focus (not while you’re typing in a field or a dialog is open):

• j / k — move the row cursor down / up
• Enter — open the highlighted conversation
• s — toggle star on the highlighted conversation

The workspace and mailbox switcher has its own shortcuts:

• Ctrl+M — open the switcher, even while typing in a field. g m does the same when you’re not typing.
• Shift+H / Shift+L — go to the previous / next recent place. These also work from the header search (which therefore can’t take a capital H or L).
• ← / → — cycle recent places when you’re not typing

Opening a conversation

The header gives you the essentials at a glance and lets you act without leaving the page: click the subject to rename it inline, and use the Status, Assignee, and (if your workspace has teams) Team selects right there — see Assigning and status for what each one does.

The ⋮ menu covers the rest:

• Move to mailbox — if you have access to more than one
• Add to folder — file it into a custom folder
• Merge into another conversation… — enter its number, confirm
• Forward… — to an address outside the mailbox, with attachments optionally included
• Change customer… — repoint the conversation to a different customer by email
• Snooze… / Unsnooze — presets are Later today, Tomorrow morning, Next week, or a custom date/time
• Print
• Delete / Restore / Delete forever… — gated by a delete permission; forever means forever

If someone else has the conversation open too, a small bar shows it — “Alice is viewing” or “Alice is replying.”

Forwarding a conversation

Forward… doesn’t add to this conversation — it opens a brand-new ticket in the same mailbox. Enter one or more recipients (comma- or semicolon-separated), write a message, and choose whether to carry over this conversation’s own attachments (a separate checkbox from attaching new files of your own, which you can also do). Sending takes you straight to the new ticket: subject prefixed Fwd: , and addressed to the first recipient as its customer if there’s more than one. The original conversation is left with a badged “Forward” note recording what you sent and to whom, but there’s currently no clickable link between the two tickets — note the new one’s number if you’ll want to find it again.

A mailbox can also turn a forwarded email arriving into it into a new ticket, optionally pre-assigned by @tagging an agent — that’s a mailbox setup topic, covered under Connecting a mailbox.

The customer sidebar

Opening a conversation with a known customer shows a right-hand panel: their contact info and local time, any customer notes, custom field values, a checklist panel, a CSAT panel if satisfaction surveys are enabled, time tracking, and their other recent conversations. Click their name to get to the full customer record, where the rest of their profile is editable.

Time tracking

The sidebar’s Time tracking panel lets you start/stop a personal timer on the conversation you’re in — only one running per person per conversation — or log time manually (minutes + an optional note). Every entry in the list shows who logged it, a live pulse while running, and a delete option once stopped.