Inbox and Review

The Inbox is the shared queue of unrouted tickets and email; Review is the restricted queue for messages that belong to a narrower audience.

Written for
user, admin, integration-developer
Roles
owner, admin, member, agent
Requires
Feature
inbox

SAQ has two queues for work that has not yet found its place. The Inbox is shared: every workspace user sees it. It holds tickets created without a project (from the app, by a client user, through the API) and email that could not be matched to an existing ticket. Review (restricted review) holds messages that matched a thread whose audience is Internal or Staff, or whose sender could not be verified for that audience. Review appears in the sidebar only when it has something in it.

How it relates to other concepts

  • An Inbox ticket has no project and no billing client. It gets the inbound kind. Nobody can log time on it until it is routed.
  • A known contact makes the sender's client visible while triaging.
  • An API token needs the triage scope, and no project restriction, to see the Inbox.
  • The comment audience of the matched thread is what sends a message to Review instead of the Inbox.

Rules

  • Triage is either Route (make a new ticket in a chosen project, with kind, assignee, and billing client) or Merge (append the message to an existing ticket at a chosen audience). Any workspace user may triage the Inbox; moving an Inbox ticket to any project is triage too.
  • Merging requires that you may read the message and comment on the target at the chosen audience. Inbox triage alone is not enough, and a merge may never lower the message's audience.
  • A message from an unverified sender is quarantined and shown with a banner. Unverified senders cannot be put on a ticket.
  • Loop guard: more than ten messages from one address on one ticket in ten minutes pauses automatic appends; the messages wait for an explicit merge.
  • A reply to a closed ticket within the reopen window reopens it instead of landing in the Inbox.
  • Workspace users with the notification preference "Everything I can see" are emailed about new Inbox tickets and about messages waiting in Review.

Example

Ola emails support without a ticket id. The message lands in the Inbox with the hint "The sender is a known contact of Nordic Retail". A consultant routes it to retail-shop as Support, billed to Nordic Retail, and the ticket ACME-190 is born.

  • Triage the Inbox Route unmatched email and client-started tickets into a project, or merge a message into an existing ticket, from the shared Inbox.
  • Restricted review What restricted review is, why a message is held there, who can see it, and how to merge it into a ticket.
  • Connect a mailbox Connect the workspace mailbox through Microsoft 365 or IMAP/SMTP, pass the isolation test, read its health, replace it, and handle deliveries that need a decision.
  • Move a ticket Move a ticket to another project or route it out of the Inbox, and what happens to its billing client, viewers, conversation, links, and logged time.