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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. That gives you the full picture before you respond.
3

Write your reply, or let the AI start it

Type your reply in the box at the bottom of the conversation.With the box empty, click Compose and the AI writes a suggested reply from the conversation history and the customer’s order context. If you have already typed something, that same button reads Enhance and reworks what you wrote rather than replacing your thinking. Either way, Undo brings your original text back.
4

On email tickets, use AI Draft for a researched reply

Email tickets get an extra AI Draft button. It goes further than Compose by using the agent’s own tools, looking up the order and searching products, so the reply is grounded in live store data.
5

Send it

Edit the draft as needed, then click Send Reply. It goes to the customer through the channel the ticket came in on.
Enhance is the underused one. Jot down the gist in a few words, click it, and you get a properly worded reply that still says what you meant.
Switch the box to Internal Note (Team Only) to leave a note your team can see and the customer cannot. The send button changes to Post Note, and the AI writing buttons are hidden.

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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 under Store Settings > Ticketing. See Agent Settings for what each mode does.

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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. That 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