The inbox
One queue,
with names on it.
Email, WhatsApp and calls in one list. Every ticket gets an owner, a status and a clock, and only its owner can reply.
01
It arrives
A WhatsApp message lands at the top of the list, and the counts go up.
02
It gets an owner
Desk gives it to Priya, who looks after orders. Unassigned goes down by one.
03
It gets worked on
Priya replies, leaves a private note for the team, and the status moves on.
04
It closes
The status reaches Closed, and every step is saved in the activity log.
Why it matters
A shared inbox vs TelVox Desk
Most teams start with one shared email inbox. It works until it gets busy. Then messages get missed, or two people answer the same customer.
- Who replies?Whoever sees it first. Sometimes two people reply.Each ticket has one owner. Only they can reply.
- Is anyone working on it?You can't tell without asking around.Every ticket shows its owner and its status.
- WhatsApp and calls?They stay on someone's phone.They sit in the same list as your emails.
- Waiting too long?Nobody notices until the customer complains.A clock on every ticket warns you before time runs out.
- Someone on leave?Their messages wait for them to come back.Their tickets move to a teammate who is available.
- What happened last week?You dig through old email threads.Every change is saved in the ticket's activity log.
A tour of the inbox
Six parts of the inbox, one at a time
Scroll down slowly. The inbox stays in place and a light moves to each part as you go.Each card shows one part of the inbox and what it does.
- 1
Sort tickets by channel or owner
Use the tabs to see email, WhatsApp or calls on their own. Use Mine to see your tickets, and Unassigned to see the ones nobody has picked up yet.
- 2
See where every ticket stands
The bar at the top of each ticket shows its status: Open, In Progress, Closing or Closed. You can rename these steps to match your team.
- 3
Only the owner can reply
Only the person a ticket is assigned to can reply. This stops two people sending the same customer different answers.
- 4
Leave private notes for your team
Write a note inside the ticket that only your team can see. The customer never sees it.
- 5
Tickets move when someone is away
If someone is not available, their ticket moves to a teammate who is. The move is written in the ticket.
- 6
Every change is saved
The activity log keeps a record of every change to a ticket: what changed, who changed it, and when.
Inside a ticket
Everything about a ticket, on one screen
Open a ticket and the details sit next to the conversation. Nobody has to ask where it came from, who owns it or how long is left.
- 1The customerTheir name and contact details, at the top of the ticket.
- 2Ticket detailsWhere it came from, its status, priority, department and owner.
- 3DeadlinesHow long is left to reply, and how long is left to solve it.
- 4TagsShort labels like “refund” or “late delivery”, so you can count them later.
- 5Custom fieldsExtra fields you add yourself, like an order number or a city.
- 6Activity logEvery change to the ticket, with who made it and when.
Find it fast
Find any ticket in seconds
Busy inboxes get long. Search and a few quick filters take you straight to the ticket you need.
- SearchType a customer's name, a ticket number or a few words from the subject.
- Quick filtersShow only your tickets, only unassigned ones, or only one channel.
- Four prioritiesLow, Medium, High and Critical, so the urgent ones stand out.
Who uses it
Made for everyone on your team
The same inbox works for the people who answer customers, the people who manage them and the people who set it all up.
Agents
The people who answer customers.
- See your own tickets in Mine
- Reply, add private notes and change the status
- Know exactly how long is left on each ticket
Team leads
The people who keep the queue moving.
- See tickets nobody has picked up in Unassigned
- Give a ticket to the right person
- Spot tickets that are close to their deadline
Admins
The people who set Desk up.
- Create departments, statuses and priorities
- Decide who can do what, one permission at a time
- Set the working hours the clocks follow
FAQ
Straight answers
Yes. Mine shows only your tickets. Unassigned shows the tickets nobody has picked up yet. The channel tabs show email, WhatsApp or calls on their own.
TelVox Desk