Tickets
Open, filter, inspect, and resolve Inbox tickets while preserving the customer conversation context.
Select a ticket in Inbox to open its detail view. The detail view shows the conversation thread, the ticket status, customer context, assignment information, and a composer for a reply or an internal note. The view can also show live teammate presence and incoming activity. This helps prevent two people from replying at the same time. The detail route needs Inbox read access. To send a teammate reply or change the ticket, you need the matching server-side permission.
A ticket moves through these statuses: new, on you, on customer, on hold, closed, and cancelled. When the human work is complete, resolve the ticket. Reopening a ticket, or taking it off hold, returns it to an active workflow. Closing a ticket resumes AI replies. Before you resolve a ticket, read the customer's current need. A ticket can be missing for several reasons: someone deleted it, the role cannot access it, or it no longer exists. A missing ticket does not always mean that the customer's conversation is solved.
Use filters and saved views to narrow the queue. Inspect the entire thread before you reply. A ticket detail is an operational record that updates dynamically. It is not proof that every upstream channel message, delivery event, or human response succeeded.
To auto-detect and translate customer messages as you read the thread, turn on Enable AI translation in organization settings, then pick a preferred language. A translated message shows a "Translated from [language]" tag. Use the toggle on the tag to show the original message. A failed translation shows an inline error with a retry action. Translation is off by default.
When translation is on, it also translates your replies for a widget customer. The composer shows an "Auto-translating to: [language]" pill above a widget reply, using the visitor's detected browser language as the target. Use the pill to pick a different target language for this ticket, or turn on "Send in English instead" to send that one reply untranslated. The widget shows the same "Translated from [language]" tag and toggle to the customer, with right-to-left layout for right-to-left languages. Each new translation, in either direction, uses one credit. A cached translation and a failed translation are not charged again.