Tickets, deals and tasks

Conversations come and go in the Inbox. Work is what you track until it's finished: a lead you're trying to win, a support problem, a job to schedule. Each kind of work is a ticket type, and each type has its own entry in the side menu, named the way you named it (for example Leads, Support or Jobs).

Ticket types

Owners and admins set them up under Settings → CRM → Ticket types. Each type has:

• its own stages (for example New, Quoted, Won, Lost; or New, Waiting, Resolved);
• its own fields;
• a Board (columns by stage, drag a card along) or a list.

The last stages close the work, such as Won, Lost or Resolved.

Make a ticket

• From a conversation: in the Inbox, open More and pick the make option (for example Make ticket / deal…). The conversation is linked to the new ticket, not copied.
• By hand: from the type's page in the side menu.
• Automatically: an email address can file every message it gets as a ticket (see Email in the Inbox), a website form can open one, and the AI receptionist can open one on a call.

Fill in the subject, the stage and the owner. Deals can also carry a value and an expected close date.

Work a ticket

Open a ticket from the board or list. It shows:

• its stage, owner and fields;
• the Conversations linked to it (emails, texts, calls), each with a link to open it in the Inbox;
• its files and history.

Reply to the customer from the ticket. When the work is finished, move it to a closing stage. A conversation filed as a ticket is marked Done in the Inbox for you, because the ticket is where the work lives.

How fast you answer

Under Settings → CRM → Inbox & routing → Response targets, an owner or admin can turn on Track response times and set:

• First reply due within, and
• Resolved within.

A ticket that passes either time is flagged in your Inbox. The clock only runs during the hours you're open (see Settings → Business hours).

Whether you hear about new tickets by email or in the app is your own choice. Set it on your account's notifications page.

Tasks

A task is a to-do with a due date and an assignee: "call back Tuesday", "send the quote". Find them under Tasks in the side menu. Filter by My tasks, Team, tasks On a record or Back-office tasks. Overdue tasks show a count beside Tasks in the menu.

Make a task:

• from a contact's timeline (pick Task in the composer);
• from an Inbox conversation (New task from this conversation under More);
• when you send an email with Follow up if no reply….

The Today page

Today is the daily work queue: what came in overnight, what's overdue, and what's booked. An owner or admin picks the four numbers at the top under Settings → CRM → Today tiles.