The Inbox is your single place to see and answer every customer conversation — no matter which channel it came in on. Portal messages, text messages, and emails all appear as conversations, sorted by most recent activity, with unread state, open/closed status, and full message history.
What changed
The old Support Tickets feature was renamed Inbox and expanded. Previously it only handled portal support threads. Now text and email are two-way as well, and everything is unified.
Key Capabilities
| Feature | Description |
|---------|-------------|
| All channels in one list | Portal, text (SMS), and email — every conversation in one view |
| Two-way everything | Reply on the same channel the customer used, automatically |
| Unified customer timeline | Every conversation on the customer's profile — one chronological list |
| Automatic customer matching | Inbound texts and emails attach to the right customer |
| Capture from your own mailbox | BCC or auto-forward customer email into the Inbox |
| Push notifications | Alerts for new inbound messages on any channel |
Who Uses This
Naming
On the admin side the feature is called the Inbox (previously "Support Tickets"). In the customer portal it is still labeled Support. Both refer to the same underlying conversations.
Navigation
Open Inbox from the sidebar. The nav item shows an unread badge counting all unread conversations across every channel.