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Inbox

Inbox shows the cases that need your attention. The list is split into tabs:

Tab What it shows
My pendings Cases currently assigned to you and waiting for action
Unassigned Cases with no assignee that you can claim, if you have permission
Paused Cases that are paused and may be unpaused

The tab labels show counts when the server provides them. Counts are scoped to your workspace and your permissions.

Inbox with the pending, unassigned and paused tabs

Work with a case

  1. Open Home → Inbox.
  2. Choose a tab.
  3. Use the search box to narrow the list.
  4. Select a case to open it, or use the row actions.

From the list you can:

  • Open the case in the case workspace.
  • Add a note without leaving the list.
  • Claim an unassigned case, when claiming is allowed.
  • Unpause a paused case, when you have permission.
  • Pause, Cancel, Delete, or Reassign a case, when the case state and your permissions allow it.

Actions that change a case ask for confirmation.

Unassigned cases

Claiming an unassigned case assigns it to you. Make sure you are the right person to work on it before you claim it.