What is the Inbox?

The inbox is your centralized hub for managing customer support inquiries originating from your knowledge base. When a visitor submits a contact form from your knowledge base, a new ticket is automatically created and appears in your inbox. This system ensures that no customer query goes unnoticed and provides a structured environment for support interactions.

How the Inbox Works

The process begins when a visitor uses the contact form on your knowledge base to ask a question or report an issue.

Receiving Inquiries

Upon submission, a new ticket instantly populates your dedicated inbox. Simultaneously, you will receive an email notification in your registered email client, alerting you to the new inquiry. This dual notification system ensures you are always aware of incoming support requests.

Responding to Tickets

You can easily respond to customer queries directly from your preferred email client. Simply reply to the notification email you received. Your response will automatically be tracked and appended to the corresponding conversation thread within your inbox, maintaining a complete history of all communications related to that ticket. This seamless integration allows you to manage support without needing to constantly switch between applications.

Conversation Tracking

Every interaction, whether initiated by the customer or your team, is meticulously recorded within the ticket's conversation thread in the inbox. This comprehensive tracking provides a clear and chronological overview of the entire support exchange, making it easy to review past communications and collaborate with your team.

Turning Conversations into Help Articles

Once a customer query has been fully resolved and the conversation is complete, you will have the ability to convert the entire discussion into a new help article. This powerful feature allows you to leverage your support interactions to continuously enrich your knowledge base content, transforming common questions and their solutions into accessible resources for future users, all with a single click.