Source: https://www.revvly.ai/docs/guides/support-inbox Guide # Work the *support inbox*. Where requests from your customers arrive, how to find yours, answer it, hand it on and close it, and how to read the numbers on the Metrics page. Written for the people who work tickets every day. ## [#](#access)Who can use it Where: Support > Inbox. Support has four pages in the sidebar: Inbox, End users, Knowledge and Metrics. If the section is missing, Support is not switched on for your workspace. Everyone who is an active member of your workspace is an agent: they can read every ticket, reply, take, assign and close. Changing how Support is set up (ticket types, roles, AI, webhooks) is for admins and owners only; everyone else sees those pages read-only. To add a colleague, see [Add a team member](https://www.revvly.ai/docs/guides/add-user). ## [#](#views)Views, filters and search The column on the left lists the views, each with a count. A view is a starting list; the newest activity is always at the top. - **Unassigned**: Open tickets nobody owns. New tickets, and tickets the AI has handed over, wait here. - **Mine**: Tickets assigned to you. - **All open**: Every ticket that is not closed. This is the default. - **Waiting on client**: Tickets in a status of the Pending category, such as Answered or Resolved, where the next move is the customer’s. - **Closed**: Closed tickets. It has no count. - **Untitled**: Tickets that have no title yet. The AI names most of them; see [automatic titles](https://www.revvly.ai/docs/guides/support-ai#titles). **Filters.** Select Filter above the list to narrow the current view by ticket type, team, status (Open, In progress, Pending, Closed), client, the role the customer held when they wrote in, and source (where the request came from, for example the page of your product). Each filter appears as a chip you can remove. There is no filter for the assignee: use Mine and Unassigned for that. **Search.** The box above the list takes at least two characters and looks at ticket numbers (for example AA-42), titles and message text, internal notes included. It searches all your tickets, open and closed, and each ticket appears once with the part that matched. Clear the box to go back to the view. **Keyboard.** j and k move down and up the list, and Enter opens the selected ticket. On a wide screen the right-hand pane previews the conversation. The list updates on its own when something changes. ## [#](#log)Log a ticket for a client Where: Support > Inbox > New ticket. Any agent. For a request that did not come through the widget. When a client asks for something another way, on a call or by email, log it so it is tracked like any other ticket. Choose the **Type** and give it a **Title**, then name the **Person** from People, the **Client**, or both. A person who belongs to a client is filed under that client, so the client picker is fixed to theirs. Set the **Priority** and the **Assignee**, which is you unless you change it, and write **What the client asked**. That text is saved as an **internal note**. The AI does not answer it, no email goes out, and the client does not see the ticket in their widget. It becomes the client’s only when someone replies to them in public; until then, nothing about it reaches them, including live updates, emails, webhooks and stage updates. An assignee is told once, that it is theirs. ## [#](#ticket)Open a ticket The conversation is on the left, with the composer underneath. Under the title, chips show the ticket’s status, priority, assignee, type, team and tags; select a chip to change it, and it saves at once. On a ticket that is not closed, the header also has an **AI replies too** switch that keeps the AI answering the customer beside your team; see [how handover works](https://www.revvly.ai/docs/guides/support-ai#handover). Select the title to edit it; clearing it makes the ticket Untitled again. On a narrow screen, Details opens the side panel. The side of the page holds: - **Client**: Who wrote in (name, role, plan and any attributes your system sent about them), the client they belong to, and that client’s other open tickets. It says “No client linked” when the person is not matched to a client. - **ClickUp**: Tasks linked to this ticket, when ClickUp is connected. See [Set up Support](https://www.revvly.ai/docs/guides/support-setup#clickup). - **Documents sent**: Library documents you sent as links on this ticket, and whether the customer opened them. Only agents see this. It appears once a link has been sent. - **Details**: Channel, where it was opened from, the customer’s role, when it was created, how long the first reply took, last activity, when it was closed and how, and whether the AI is answering or has handed over. - **History**: Every change, with who made it. Internal events are included; an eye marks the ones the customer can also see. You can filter which events are shown. ## [#](#reply)Reply to the customer, or write a note The composer has two modes, and the whole box changes colour in note mode so you cannot mistake one for the other. - **Reply**: Visible to the customer. The button says Send reply. Customers who have not read it after a delay are also emailed the reply; see [notifications](https://www.revvly.ai/docs/guides/support-setup#notifications). - **Internal note**: Only agents see it, marked “Internal note, not visible to the client”. The button says Add internal note. Send with Ctrl+Enter (Cmd+Enter on a Mac). If a send fails, press it again: the message is only saved once. **Mentions.** In an internal note, type @ and pick a colleague. They get a notification (in the app and by email, unless they turned those off) saying they were mentioned. A public reply never carries a mention, because the customer would see it. **Attachments.** The paperclip adds files to a reply or a note: up to 10 per message, up to 20 MB each, images (PNG, JPEG, GIF, WebP), PDF or plain text. Anything else is refused before it uploads. Every upload is checked before it can be sent: the real contents must match the file type, plain text may not contain markup, and where malware scanning is set up the file is scanned. If the scanner cannot be reached the upload waits and you can try again, rather than letting an unchecked file through. Customers see images as a re-encoded preview and other files as downloads, and customers’ own uploads go through the same checks. **Library documents.** On a public reply, the library button adds up to five documents from your Document library as tracked links. See [Reuse documents](https://www.revvly.ai/docs/guides/document-library). ## [#](#own)Take, assign and prioritise - **Take it**: On an unassigned open ticket, Take it assigns the ticket to you. If two people take the same ticket at the same moment, one wins and the other is told who has it. - **Assignee**: Pick any active member of the workspace, or Unassigned. The new assignee is notified. Once a ticket has an assignee, the AI stops answering it. - **Team**: Optional, and separate from the assignee: a team can hold tickets nobody has taken yet. Teams are managed under Org Settings, Teams. Nothing assigns tickets automatically. - **Status**: The list shows the statuses of this ticket’s workflow, grouped by category. Closed statuses are greyed with “Use Close ticket”, because closing carries a resolution. - **Priority**: Low, Normal, High or Urgent. - **Type**: Changing the type moves the ticket to the matching status of the new type’s workflow, or to the equivalent status of the same category. It never closes or reopens a ticket. - **Tags**: Free-form labels, up to 40 characters each. i If a colleague changes the ticket while you are on it, a notice says what changed. An edit made against an out-of-date copy is refused rather than overwriting theirs; reload and make it again. ## [#](#close)Close, reopen and auto-close **Close ticket** asks how it ended: Solved by agent, Duplicate or Won’t fix. The customer is told it is closed and can reopen it. Three other outcomes appear on tickets but you cannot choose them: Solved by AI (the customer confirmed an AI answer), Closed by client (the customer closed it) and Closed automatically. **Reopen.** A closed ticket shows Reopen instead of Close ticket, and its properties are read-only until you use it. It returns to the first status of its type’s workflow. A customer who writes again on a closed ticket reopens it themselves, and the assignee is notified of the reply. **Auto-close.** When it is switched on, a ticket sitting in a Pending status (Answered, Resolved) is closed as Closed automatically once it has waited that long without a reply from the customer. The default is 48 hours and the range is 1 to 720. It is checked every five minutes. A customer reply stops the clock; it does not move the status, so move the ticket on yourself if it needs work. Where: Org Settings > Support > General > Auto-close. Admins and owners. Switch it on, set the hours, then save. How a ticket gets closed 1. New ticketWaits in Unassigned until someone takes it. 2. Being workedTake it or assign it, then reply or add notes. 3. Waiting on the customerA Pending status, such as Answered or Resolved. 4. You close itSolved by agent, Duplicate or Won’t fix.orCustomer closes itClosed by client.orThe AI solved itCustomer confirmed an AI answer.orAuto-closeClosed automatically after the wait you set, if switched on. 5. ClosedReopen returns it to the first status of its workflow. Every close carries a resolution, and you can choose only three of the four ways it happens. When a closed ticket has a **Close summary** at the top, it was written by the AI for agents only; see [titles and summaries](https://www.revvly.ai/docs/guides/support-ai#titles). ## [#](#notifications)Notifications The bell in the top bar lists what needs you: a new ticket, a ticket assigned to you, a reply on your ticket, a status change on your ticket, and a mention. You are never notified of your own actions. The bell links to Notification preferences, where you choose in-app and email for each kind; see [Set up Support](https://www.revvly.ai/docs/guides/support-setup#notifications) for the defaults. ## [#](#client-page)A client’s tickets on the client page Where: Clients > open a client > Support. Shown when Support is on, for clients and not for prospects. The Support tab lists that client’s tickets, newest activity first, with a filter for All, Open, Pending, In progress or Closed. A closed ticket shows its close summary underneath. Selecting a row opens the ticket. ## [#](#metrics)Read the Metrics page Where: Support > Metrics. Choose a period (7, 30 or 90 days, 12 months, or a custom range of up to a year). Days are UTC days. The four tiles at the top cover the whole period. - **Tickets created**: How many tickets were opened in the period. - **Tickets closed**: How many times a ticket was closed in the period, whenever it was opened and however it was closed (by an agent, the customer, the AI or auto-close). A ticket that is closed, reopened and closed again counts twice. - **Median first response**: For tickets created in the period that have had a reply: the middle value of the time from creation to the first public reply from an agent or the AI. Internal notes do not count, and neither does a progress update about linked work. - **Median resolution**: For every close in the period: the middle value of the time from the ticket’s creation to that close. A reopened ticket’s second close is measured from the original creation. A median is the middle value, so one very slow ticket does not drag it up the way an average would. Times are elapsed clock time, not working hours. A dash means there was nothing to measure. Underneath, break the same numbers down by **Type**, **Agent** or **Day**. By agent uses the ticket’s current assignee at the moment you look, not who wrote the reply, and groups unassigned tickets together. By day draws a chart of tickets created and closed per UTC day, with quiet days shown as zero. With no tickets in the period the page says “Not enough data yet”; pick a longer range. ## [#](#not-built)Not built yet - Automatic assignment rules: tickets are taken or assigned by people. - A notification when the AI hands a ticket over. Watch the Unassigned view; see [how handover works](https://www.revvly.ai/docs/guides/support-ai#handover). - A panel of similar past tickets on the ticket page. ## Related - [Build the knowledge base the AI answers from ›](https://www.revvly.ai/docs/guides/support-knowledge) - [How the AI first line works ›](https://www.revvly.ai/docs/guides/support-ai) - [Set up Support for your team ›](https://www.revvly.ai/docs/guides/support-setup)