Your inbox: getting started

My Inbox at /inbox is your home base. Instead of a flat chronological list, it groups tickets by what needs your attention — so the work that matters is at the top.

🎬 Companion video: V4 — Triage your inbox & approve AI drafts (coming soon)

The sections, top to bottom

Needs your review — tickets where Kit, your AI agent, has proposed an action and is waiting on you. This is where you approve, edit, or reject what Kit proposes. Empty when there's nothing pending: "No tickets awaiting your review".
Assigned to you — open tickets assigned to you, with a count.
SLA at risk — My teams — tickets on your teams, not assigned to you, that are close to or past a first-response or resolution deadline.
SLA at risk — at-risk tickets outside your teams that aren't assigned to you.
Unassigned — tickets with no person assigned. A ticket here can already belong to a team.

Each row shows the ticket number, customer, who it's assigned to, the subject with category and tag badges, a status badge, and an SLA pill. Urgent and high-priority tickets also get a priority badge. The SLA pill shows the time left, or how far overdue with a + in front. Resolved and closed tickets have no SLA pill.

Approve what Kit proposes

In Needs your review, click a row to expand it. You'll see the customer's latest message and an approval card showing what Kit proposes, with its reasoning and the proposed text. The row names the action, for example Send Reply or Add Internal Note. Then:

Approve — do exactly what Kit proposed. The button name matches the action, for example Approve & send for a reply.
Edit — opens the action's raw data in a text box. Change the text you need, keep the quotes and brackets in place, then click Approve with edits.
Reject — decline it; you can add a short reason.

Need the full context first? Click Open full ticket.

When Kit only drafts a reply, nothing waits here. The draft appears in the ticket's conversation as an AI drafted a reply card instead.

Work an assigned ticket

Click any row in Assigned to you, SLA at risk, or Unassigned to open the ticket. From there you read the conversation, set properties, and reply — see Working tickets and Replying.

Next steps

Approve, edit, or reject what Kit proposes — the details and what each choice does.
Find and manage tickets — filters, properties, and the sidebar.
Reply to customers — replies vs internal notes.