CRM & records

Inbox, tickets & tasks

The shared inbox, support tickets with SLAs, and task follow-ups.

• Organise the inbox: labels, folders, views and notesLabel conversations, group labels into folders, save views, search every message, and talk to your team with internal notes.
• Link a conversation to the right CRM recordWhat to do when a conversation arrives from someone who isn't in your CRM yet, and how the suggested matches work.
• Work the shared inboxSet up mailboxes, bring email, chat and social into one queue, and assign conversations to the right person.
• Track support tickets and SLAsStatuses, priorities, business-hours SLAs, reopening, CSAT and automatic tickets — and when a conversation should become a ticket at all.
• Tasks, assignment and remindersCreate follow-ups on the record they belong to, assign them to teammates and get reminded before they slip.