The support inbox
The support inbox gives every customer question one thread, whichever channel it came in on. Instead of a shared mailbox nobody owns and a phone that keeps a private history, your team sees the whole conversation against the customer record.
The support inbox needs Growth or Pro. On Solo the page shows a locked overlay with an upgrade prompt.
Open a ticket
- Go to Support in the dashboard and choose New ticket…
- Pick the Customer.
- Choose Send first message via. In-app only logs an internal note. Email, SMS, WhatsApp, and Messenger appear here when you have that channel configured.
- Enter a Subject and your Message, then choose Send.
A message is required when you are sending on an external channel. For In-app only the message is optional, so you can open a ticket as a placeholder and add detail later.
Work the queue
The list shows Subject, Contact, Status, Priority, and Last activity. Filter by Status - Open, Pending, Resolved, or Closed - and by Priority - Low, Normal, High, or Urgent. The search box matches subject, contact name, email, and phone.
New activity appears without a page refresh, so the inbox is safe to leave open on a front-desk screen.
Reply to a customer
Open the ticket to see the whole thread with the channel each message came in on and whether it was delivered.
- Choose Send via and pick the channel: In-app thread, Email, SMS, WhatsApp, or Messenger.
- Type your reply and choose Send.
- Choose Close when the conversation is finished.
You can reply on a different channel from the one the customer used. Messages show Sending and then Delivered, and a failed send is marked so it does not silently disappear.
Tags
Add tags to a ticket to group it by theme - billing, injury, membership freeze - then filter the list by tag. Support ticket tags are managed in Tags & Categories → Tags with the entity type set to Support tickets. See Tags and categories.
Channels
The support inbox uses the channels you have already set up:
- Email through your configured sending setup
- SMS through your SMS number - see Set up SMS messaging
- WhatsApp and Messenger where connected
If a channel is not configured it does not appear in the Send via list.
Good to know
- Tickets are private to your workspace. Only staff with support permission can see them.
- Message bodies are text. To share a document with a customer, use compliance documents or the customer portal.
- Status and priority are shown on the ticket for triage and filtering.