As a Team Manager and Admin, you could make use of an easy overview of all the tickets in your Inbox. Manager Portal is a feature offering just that. Read on to find out what the view consists of and how to filter out information of most use to you.

❗️ The feature is currently in Beta. Feel free to reach out to MessageBird's Support if you would like to enable it on your Inbox and give it a go.

Before getting started

You will need:

• A MessageBird account

• An Inbox account

Manager Portal View

The Manager Portal, once enabled, can be accessed in the left sidebar of Inbox:

You are able to view all the tickets or filter them out further by:

• Created date

• The agent assigned to the ticket

  • If used, this filter will show:

    • All tickets assigned by the chosen agent

    • All tickets resolved by the chosen agent

    • All tickets enqueued for the chosen agent (tickets the agent sees in their queue)

• The queue for the ticket

• Ticket status (Enqueued, Assigned, Completed)

• The platform of the ticket (WhatsApp, Email, etc.)

The view itself is sorted by created date, in descending order and it shows:

• Date of ticket creation

• The platform of the ticket

• The agent assigned to the ticket

• Sub status of the ticket (Active, Pending, On Hold, Blocked, Resolved)

• The queue for the ticket

• Name of the contact/end-user

• Last message sent in the ticket

  • For images, a placeholder stating image will be shown

  • For WhatsApp templates, a placeholder stating no content will be shown

  • For internal notes, the field will remain empty

• Tags, if there are any assigned to the ticket

• Link to open the ticket in a new window

• Additional Actions of (only visible to Inbox Owner user):

  • Opening the Flow that has created the ticket in a new window

  • Opening the Logs of the Invocation that has created the ticket in a new window

  • Opening the Heatmap of the Invocation in Flow that has created the ticket in a new window

Coming soon

In the future releases, the Manager Portal will offer the option to perform bulk actions such as:

• Bulk assigning tickets to queues

• Bulk assigning tickets to specific agents

• Bulk editing ticket tags

📤  Feel free to contact our Support in case you might need some help!