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The Egentify inbox gives your team a unified view of all support tickets across chat, email, and voice channels. From one place you can triage incoming requests, review full conversation histories, reply with AI-drafted responses, assign tickets to team members, and hand conversations back to the AI when appropriate. The inbox updates in real time so your team always sees the latest ticket state without refreshing.

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Viewing tickets

Navigate to your org dashboard and select Tickets from the sidebar. Use the filters at the top of the list to narrow tickets by status (new, open, pending, resolved, or closed), channel (chat, email, or voice), or assigned team member. Tickets marked with a blue dot have a customer reply waiting — the customer has responded and is awaiting your team’s reply.

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Replying to a ticket

1

Open the ticket

Click any ticket in the list to open the full ticket detail view.
2

Review the context

Read through the full conversation history. Check the customer summary sidebar on the right for their order history, VIP status, and previous ticket count — this gives you the full picture before you respond.
3

Write or generate a reply

Type your reply directly in the reply box at the bottom of the conversation. Alternatively, click Generate AI draft to have the AI write a suggested response based on the conversation history and the customer’s order context.
4

Send your reply

Edit the AI draft if needed, then click Send. The reply is delivered to the customer through the same channel the ticket originated from.
Use the AI draft feature to save time on repetitive replies. The AI has full context of the conversation and the customer’s order history.

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Assigning tickets

Egentify supports three assignment modes to fit how your team works:
  • Manual — Click the Assign button in the ticket detail view and select a team member from the list.
  • Auto-assign on reply — The first team member to reply to a ticket is automatically assigned to it.
  • Round-robin — Incoming tickets are distributed evenly among the team members you select.
Configure your preferred assignment mode in Configuration → Agent Settings.

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Bulk operations

Select multiple tickets using the checkboxes in the ticket list to apply changes in bulk. You can update the status, priority, or assignee for all selected tickets at once. Owners and admins can also bulk delete tickets — this action is permanent and cannot be undone.

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Resuming AI handling

If your team handles a ticket manually and wants to hand it back to the AI, click Resume AI from the ticket detail view. The AI will pick up the conversation exactly where your team left off, using the full conversation history as context.

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Ticket statuses

StatusDescription
newTicket just created, not yet reviewed
openBeing actively worked on
pendingWaiting for customer response
resolvedIssue resolved, awaiting closure
closedTicket fully closed