Managing your inbox on iOS
[Mobile]
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At the top of the screen you will find Chat and Tickets. Select a tab to view and sort all chats or tickets for your selected property by status, assigned type and date.
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If you are looking for a specific chat or ticket, use the Filter & Sort feature in the upper-right corner. The icon appears as an inverted triangle with three lines.
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Tap Filter & Sort to see two separate tabs for filtering and sorting.
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Filter
The Filter has three options: Assigned Type, Status, and Advanced View.
Assigned Type
All: View all chats/tickets regardless of the agent or department assigned.
Mine: Display only your own chats/tickets.
Assigned: Chats/tickets already assigned to a team member.
Unassigned: Chats/tickets with no assigned agent or department.
Departments: Chats/tickets assigned to a specific department.
Agents: View chats/tickets for a selected agent.
Status
Any: All open, pending, and closed chats/tickets.
Open: Missed chats still waiting for an answer.
Pending: Answered chats/tickets which remain unresolved.
Closed: These are all resolved chat/tickets.
Advanced View
You will find two options under Advanced View: Trash for deleted chats/tickets and Spam for spam messages/tickets.
Sort
You can sort messages and tickets according to date of creation, most recent update, update status or priority.
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How to delete a chat
To delete a chat, tap the button next to Filter & Sort in the upper-right corner. It appears as an icon with two checkboxes and a pen.
Tap the icon and select the chats you would like to delete.
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After marking the chats, tap the Delete icon in the lower-right corner.
A confirmation message will pop up. Tap Delete to confirm.
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How to create a ticket
To create a ticket, tap the Tickets tab in the upper right next to Chats.
In the lower right, tap the green plus (+) sign. A New Ticket Form will appear.
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Fill in the necessary details including the Recipient Name, Recipient Email, Subject and Message.
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In the Assignee area, you can select the Departments, Agents, and Priority and add Tags.
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If you need to add Attachments, tap the paper clip icon in the lower-left corner next to Create Ticket.
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It will give you options to Pick from Photos, Take Photo, or Pick a File.
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After you have entered the information for the ticket, tap Create Ticket.
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How to edit a ticket
To edit a ticket, tap the checkbox and pen icon in the upper-right corner next to Filter & Sort.
Select one or more tickets by tapping the circles in the left column. Three buttons will appear in the lower right of the screen: Delete, Spam and Close Ticket. Choose one of the three options.
After the pop-up message appears, tap the confirmation button.
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Well done! You have mastered managing your Inbox.
To learn more about tawk.to’s built-in ticketing system, read this article: Creating and responding to tickets
Learn more about Inbox: Getting started with the Inbox
Learn about how to Send Direct and Group messages on Android: Sending Direct and Group messages on Android
If you have other questions, don’t hesitate to reach out to our support team or schedule a call.