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The small section, available on the left of the page, represents the mailbox of each user providing information, for example, about the number of emails that have been replied, if there is any new replying from customers,
Open Tickets | All new email coming in the inbox and which haven’t been replied yet |
Conversations | These are the conversation between the Customer Service representative with the customer, for which there has been at least one interaction/ one reply made by the agent and the customer has replied already to it. |
My Ticket | All ticket that have been assigned to the user to be worked on |
My Closed Ticket | All tickets that the user have been working on and the customer’s request has been already handled and solved. Therefore, the ticket has been set to Closed status. Tickets can be closed by accessing the conversation, then click on the Actions button>Close ticket  |
All Tickets | All tickets ever received in all mailbox set up in the instance |
Spam | All tickets that have been marked as Spam |
Deleted | All tickets that have been deleted |
Labels
See below all labels available in CRM:
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Users can add one, a few, or all labels in order to flag emails in the inbox (see below example):
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The table with the list of incoming emails
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