1. What is the Inbox?
The Inbox is your central command center for all tickets across your organization. It brings together manually created tickets and automatically generated ones (from pulses, signals, and other sources) into a single, intelligent workspace.
With AI-powered Insights mode, three distinct view layouts, and powerful filtering, the Inbox adapts to how you work—whether you prefer conversational AI assistance, detailed spreadsheets, or visual Kanban boards.
2. How Tickets Get Into the Inbox
Tickets appear in your Inbox through two main paths:
Manual Creation
Click the + Create Ticket button in the sidebar navigation.
Type a summary and select a ticket type (Item, Risk, Incident, Signal, Matter, Review, Recognition, Experience, Action, Development, Other)
Press Enter to create
Ticket is created with default Status: To Do and Stage: Raised
You stay on the current page, and the detail panel opens automatically
Automatic Creation
Tickets are automatically generated when:
Pulses Close: When a pulse completes and closes, the system automatically creates Experience tickets with AI-generated summaries. These appear with title "Pulse Insight: [Pulse Name]" and initially show a placeholder description: "AI summary is being generated..." Once the AI processing completes, the ticket auto-updates with the actual summary.
Performance Risk Signals: When pulse data indicates significant concerns (low scores, negative patterns), the system may automatically generate Signal tickets to flag these for review.
3. Three View Layouts
The Inbox offers three distinct view layouts. Switch between them using the view selector in the top-right corner:
Insights View
Three-panel layout with AI-powered chat:
Left Panel (Items List): Scrollable list of all tickets matching your filters. Click any ticket to select it.
Middle Panel (AI Insights Chat): Real-time AI assistant for conversational ticket management. Ask questions, get recommendations, and manage tickets through natural language.
Right Panel (Ticket Details): Full ticket details panel opens when you select a ticket from the list. Edit fields, add comments, view history, and if enabled, access AI chat within the detail view.
Best for: Teams wanting AI assistance, conversational workflows, and intelligent ticket recommendations.
Table View
Traditional spreadsheet-style table showing all tickets and their fields in rows. Columns include ID, Summary, Type, Status, Stage, Priority, Category, Subcategory, Tags, Assignee, Raised By, Respondent, dates, and risk-specific fields (Impact, Likelihood, Risk Level).
Click column headers to sort. Click any row to open the detail panel on the right. Supports CSV export of filtered results.
Best for: Detailed review, sorting by specific fields, exporting data, and users who prefer spreadsheet workflows.
Kanban View
Visual workflow board with columns organized by Status (To Do, Not Started, Blocked, In Progress, Done). Drag and drop ticket cards between columns to update their status instantly.
Each card displays ticket ID, summary, priority indicator, assignee avatar, and due date. Color coding helps identify overdue or high-priority tickets at a glance.
Best for: Sprint planning, agile workflows, visual thinkers, and teams tracking work-in-progress limits.
4. Ticket Lifecycle: Status vs Stage
Tickets have two separate progression tracks that you manage independently:
Status (Workflow Track)
Tracks where the ticket is in your team's workflow:
To Do (default) - Not yet started
Not Started - Acknowledged but not begun
Blocked - Cannot proceed due to dependencies
In Progress - Actively being worked on
Done - Work completed
Stage (Lifecycle Track)
Tracks the formal lifecycle state of the ticket:
Raised (default) - Just created, awaiting review
Acknowledged - Reviewed and accepted
Investigating - Under investigation
Actioning - Actions being implemented
Monitoring - Being monitored for effectiveness
Closed - Formally closed (but still visible in Inbox)
Example: A ticket might be Status: In Progress (active work) but Stage: Monitoring(actions implemented, now tracking results).
5. Filtering and Search
The unified filter bar supports 15+ filter parameters (all comma-separated for multi-selection):
Core Filters
Type: Item, Risk, Incident, Signal, Matter, Review, Recognition, Experience, Action, Development, Other
Status: To Do, Not Started, Blocked, In Progress, Done
Stage: Raised, Acknowledged, Investigating, Actioning, Monitoring, Closed
Priority: High, Medium, Low
Category & Organization
Category / Subcategory: Filter by issue categorization
Tags: Custom labels
Teams: Filter by specific teams or departments
People Filters
Assignee: Who is responsible
Raised By: Who created the ticket
Respondent: Who must formally respond
Risk-Specific Filters
Impact: Potential severity (Insignificant → Catastrophic)
Likelihood: Probability (Unlikely → Almost Certain)
Risk Level: Calculated rating (Low, Medium, High, Extreme)
Date & Special Filters
Date Range: Filter by start/end dates
Search: Text search across summary and description
Escalated: Show only escalated tickets
Archived: Toggle to show/hide archived tickets
Active filters appear as pills below the filter bar. Click "X" to remove individual filters or "Clear All" to reset.
6. Managing Tickets
Opening Ticket Details
Click any ticket from any view to open its detail panel. The panel includes:
Details Tab: All ticket fields (editable inline)
Comments Tab: Conversation thread with @mention support and notifications
History Tab: Complete audit log of all changes
AI Insights: (if enabled) In-panel AI chat for ticket-specific assistance
Updating Fields
Open the ticket detail panel
Click any field value to open the editor
Make your change (dropdowns for Status/Stage/Priority, text for others)
Click outside or press Enter to save
All changes are automatically logged in the History tab and Audit Register
Closing vs Archiving
Important distinction: Closing and archiving are different actions:
Closing (Stage = Closed): Marks ticket as formally closed but keeps it visible in Inbox. Use this for tickets that are resolved but you want to keep accessible. Can be reopened by changing Stage back to an active state.
Archiving (archived_at set): Hides ticket from default Inbox view. Use this for tickets you want to permanently remove from active view. Toggle "Show Archived" filter to see archived tickets. Can be unarchived if needed.
Using AI Insights Chat
In Insights view, the AI chat panel helps you manage tickets conversationally:
Select a ticket from the left panel
The AI chat panel shows in the middle (or within detail panel if enabled)
Type questions or requests: "Summarize this ticket", "What's the priority?", "Suggest next actions"
AI responds in real-time with streaming answers (visible as typing)
Chat history is persisted per ticket
Rate limit: 10 messages per minute per user
Note: If you see connection errors, the AI chat service (Pusher) may be temporarily unavailable. The system gracefully degrades to standard ticket management.
7. Sorting and Exporting
Sorting
Default sort is by Created Date (newest first). In Table view, click any column header to sort. Common sorting strategies:
Due Date: See what's coming up soonest
Priority: Focus on High priority items first
Status: Group by workflow stage
Updated Date: Find recently active items
CSV Export
Click the Export button (download icon) to export the current filtered view as CSV. The export includes all visible columns and respects active filters, perfect for custom reports or sharing data with stakeholders.
8. Pro Tips
AI Chat for Triage: In Insights view, use the AI chat to quickly triage new tickets. Ask "What's urgent?" or "Summarize high-priority items" to get instant summaries.
Monitor Pulse-Generated Tickets: Filter by Type = "Experience" to review AI-generated insights from closed pulses. These often contain valuable patterns and trends.
Bookmark Filtered Views: Create commonly-used filter combinations (e.g., "My High Priority Items", "Team Risks") and bookmark the URL for one-click access.
Kanban for Sprint Planning: Use Kanban view during sprint planning to visually allocate work-in-progress limits and balance workloads.
Understand Status vs Stage: Use Status for your team's workflow (To Do → In Progress → Done) and Stage for formal lifecycle (Raised → Acknowledged → Investigating → Closed).
Close Before Archiving: Set Stage to "Closed" before archiving tickets to maintain a clear audit trail of formally closed items.
Filter by Assignee = "Unassigned": Regularly check for unassigned tickets to ensure nothing falls through the cracks.
Use Tags Strategically: Create tags like "Needs Discussion", "Quick Win", or "P0-Blocker" for custom prioritization beyond standard fields.
Comment with @mentions: When delegating or escalating, @mention specific team members in comments to ensure they're notified immediately.
Cross-Reference with Registers: Link tickets to formal Risk or Audit Register entries for comprehensive compliance tracking.
