Navigating Your Inbox Dashboard

Last updated on Mar 27, 2025

This guide explains the Inbox dashboard, a visual overview of the current activity for tickets in your workspace for a specific time range.

Step-by-step interactive guide:

Follow this link for a step-by-step interactive guide on how to use our system.

Finding your Inbox dashboard

Click the 'Inbox' icon in the navbar on the left of your screen
Then click 'Dashboard' in the Inbox navigation.

Current activity

These stats show what is currently happening in your workspace at the present moment.

Open tickets - Total number of tickets currently open. This number includes tickets that may not be visible to you. This occurs when tickets are assigned to a team that you do not belong to.
Unassigned tickets - Total number of open tickets that do not have an agent assigned. This number includes tickets that may not be visible to you. This occurs when tickets are assigned to a team that you do not belong to.
Awaiting first reply - Total number of tickets awaiting a first reply from an agent. This number includes tickets that may not be visible to you. This occurs when tickets are assigned to a team that you do not belong to.

Past activity

Filters

Date range - You can filter data to your desired date range by clicking on the date drop-down. Then select the appropriate date range, and the dashboard will automatically update its data accordingly.

Teams - Click the drop-down arrow to filter and select your desired team(s), and the dashboard will automatically update its data accordingly.

Channels - Click the drop-down arrow to select your desired channel, i.e., WhatsApp, Facebook Messenger or WebChat, and the dashboard will automatically update its data accordingly.

Tags - Click the drop-down arrow to select or type your desired tag(s), and the dashboard will automatically update its data accordingly.

Overview

Displays the activity of tickets and channels within a defined time period. Hover over the bars to see a filtered timeline of tickets opened. Below the timeline, you'll find the channels that received tickets during the selected period, along with a percentage breakdown of total tickets opened by each channel and the overall number of tickets, segmented by channel.

Tickets opened - Total number of tickets that were created for the selected time period and filters.
Tickets closed - Total number of tickets that were closed for the selected time period and filters.
Median first response - Median is the middle between the smallest and largest value in a range. This value shows the median first response time of tickets created for the selected time period and filters.
Median resolution time - Median is the middle between the smallest and largest value in a range. This value shows the median resolution time of tickets created for the selected time period and filters.

Users

Provides statistics for each User based on a specific time period.

Open - Shows the number of open tickets within a specific time period.
Closed - Shows the number of closed tickets within a specific time period.
Total - Shows the total number of open and closed tickets within a specific time period.
1st Response - Shows the average time taken to provide the first response to all tickets within a specific time period.
Average Response - Shows the average time taken to respond to all tickets within a specific time period.
Resolution - Shows the average time taken to resolve all closed tickets.

Teams

Provides statistics for each team within a specific time period.

Open - Shows the number of open tickets within a specific time period.
Closed - Shows the number of closed tickets within a specific time period.
Total - Shows the total number of open and closed tickets within a specific time period.
1st Response - Shows the average time taken to provide the first response to all tickets within a specific time period.
Average Response - Shows the average time taken to respond to all tickets within a specific time period.
Resolution - Shows the average time taken to resolve all closed tickets.