The Inbox left menu is split in two, and the split is not labelled anywhere on screen. The Private Hub at the top is yours: what you have been assigned, what you have snoozed, what you have started writing. The Shared Hub below it is everyone's: tickets grouped by property, by team, and by colleague. Knowing which half you are looking at explains why a ticket you can see is not in a colleague's list, and the other way round.
Every entry carries a count, so the menu doubles as a view of where work is sitting.
Your presence
At the very top, beside your name, is your presence status. Select it to change it. There are three.
Online. You are working and watching the Inbox.
Busy. You are working, but cannot look at the Inbox right now.
Away. You are off — not working today, or on holiday.
Keep it honest. Presence is how colleagues know whether to expect you to pick something up, and it is what the Operator absence routing condition looks at. A team or a bot can be set to receive tickets when nobody with access is online, so an Inbox full of people who are really absent but still marked Online will not hand over as intended. See Teams in Unified Inbox.
The Private Hub
Everything here is specific to you, so it looks different for every Operator.
Unassigned tickets. Tickets nobody has taken yet.
Assigned to me. Tickets assigned to you, whether by a colleague or by yourself.
All tickets. Everything assigned to you plus everything in the properties you have access to. This is the main place to work from.
Snoozed. Tickets you have set aside to come back to.
Drafts. Replies that have been started but not sent. This includes drafts written by a bot running in draft mode, waiting for an Operator to review and send them.
Mentions. Every ticket where a colleague has @mentioned you in an internal comment. See Use internal comments and @mentions in a conversation.
Snoozing takes ownership. You can snooze any ticket, including one assigned to someone else, but doing so reassigns it to you. A warning label shows the takeover, and the previous Operator is notified.
The Shared Hub
Everything here is visible company-wide, so your colleagues see the same lists you do. The first three are collapsible groups, and each one ends in See all when there is more than the menu shows.
Properties. One row per property, with its own count. On a group account this is the fastest way to see which hotel is busy.
Teams. One row per team, with its emoji and its count. You will have as many as your account has teams.
Colleagues. Other Operators' workloads, including what they have been assigned and what they have snoozed. Bots appear here too, alongside people, each with a count — so this is where you see how many tickets an AI Agent or a webhook bot is currently holding.
More. Holds Spam for unwanted messages, and Archive for closed tickets you may still need to look up.
Working through the list
Whichever menu entry you open, the ticket list itself behaves the same way.
Each row shows the guest's name, the property, the initials of the Operator it is assigned to, an icon for the channel it came in on, how long ago it arrived, and its status. The team's emoji sits beside the message preview.
The list is paginated. At the bottom you will find Page 1 of … with Previous and Next. This is the one to know about: reaching the bottom of the list does not mean you have seen everything, because there is almost always another page. On a busy account the same view can run to hundreds of pages.
Sort by at the top right orders the list by date — Newest or Oldest. Oldest first is the useful one when you are clearing a backlog and want the guest who has waited longest at the top.
The status tabs above the list filter it by New, Waiting for us, Waiting for guest and Solved. Note that All does not include Solved. See Ticket statuses.
Checkboxes let you act on several tickets at once. See Actions in the Inbox.
Seeing when a colleague is already in a ticket
A row can show a small Viewer badge, for example 1 Viewer. That means another Operator has that ticket open right now.
It is worth watching for. In a shared Inbox the most common waste is two people writing a reply to the same guest at the same time, and this badge is what tells you to pick a different ticket instead.
Why a ticket can appear twice
Team tickets show in both hubs. A ticket assigned to a team appears in the assigned Operator's Inbox and in the team's view, so both the individual and the team can see it.
Snoozing does not hide it from the team. A snoozed ticket drops out of your active list but stays visible in the property or team view, so the rest of the team still knows it exists.
Read status is shared in a view. A ticket assigned to a view shows as unread for every Operator in it. As soon as one person opens it, it is marked read for everyone.
What this does not do
The two hubs are not labelled in the interface. The split is by position in the menu, not by a heading you can see.
All tickets is not everything. It covers the properties you have access to. Tickets in properties you are not assigned to will not appear, however you filter.
The status tabs do not include Solved in "All". Whichever menu entry you open, the All tab means everything still open.
Sorting is by date only. There is no sort by property, guest or priority.
Archiving is final for that thread. An archived ticket does not reopen. A guest replying to one starts a new ticket instead. Bookboost counts an archived ticket as closed for reporting.
What to do next
See Ticket statuses for what New, Waiting for guest, Waiting for us, and Solved mean, and Actions in the Inbox for assigning, snoozing, and archiving, singly or in bulk.
There is also a two-minute video: Inbox workflow and statuses.
Getting help
Open Talk to Us in the left menu of the platform, or email support@bookboost.io.