Inbox allows you to indicate your availability as an agent. You can choose from the following three options: 

• Available: You’re available to work on tickets and accept new ones.  

• Busy: You’re available to work on tickets but you’re busy at the moment.

• Offline: You are not able to work on tickets now.

Keep in mind that you’re setting a status for yourself as an agent and not for all agents.

You can change your agent status by clicking on your initials/photo on the side navigation. 

Your agent status will show below your name and will appear in your profile.

When you log in to Inbox and are available to work on tickets, click on your initials/photo and set your agent status as available or click on the Go online button in the queue section. Otherwise, you won’t be able to work on any tickets or see new ones coming in.