Seven actions move a ticket through the Inbox: assign, leave, solve, snooze, reopen, archive, and spam. Between them they decide who owns a ticket, when it comes back, and whether a guest reply lands in the same thread or starts a new one.

You can apply them one ticket at a time from inside the ticket, or to many at once from the list. Both are covered below.

The action buttons are context-sensitive. An action that does not apply to the ticket you are looking at is disabled rather than hidden.

The clearest example is Leave: you cannot leave a ticket that is not assigned to you, so on someone else's ticket that button is greyed. The same happens with read and unread depending on the state the ticket is already in.

A greyed button is not a fault. It means the action is not available for this ticket, in this state, for you.

Direct a ticket to a specific Operator or team, either from the ticket details or from inside the ticket. A ticket can be assigned to one Operator and one team at the same time, but never to two Operators.

Replying assigns it to you. If you reply to a ticket nobody has taken, you are self-assigning it. If you reply to one assigned to a colleague, a warning tells you that sending will take it over, and they are notified afterwards. This is deliberate, so a ticket is never left unattended when its owner is away.

Send a ticket back to the top of its folder marked Unread, keeping its existing status. Use it when you have looked at something and want to make sure it is picked up rather than quietly passed over. A label inside the ticket records the action, visible to Operators and not to guests.

Mark a ticket as resolved when it no longer needs attention. It keeps the Inbox clear and shows the rest of the team that the issue has been dealt with.

Set a ticket aside so it drops out of your active view and comes back later as a reminder.

The menu offers four presets, each labelled with the time it will actually wake up so you do not have to work it out:

Select date and time at the bottom of the menu sets any point you like, which is what you want for anything longer than an hour — a guest arriving next Tuesday, or a supplier who will not answer until Monday.

When it wakes up it returns to the status it had before, for example Waiting for us or Waiting for guest, so you can pick up where you left off. It does not revert to New. Snooze is not a status in its own right, which is why you will not find "Snoozed" in the status tabs — it has its own entry in the left menu instead.

A ticket reopens when you reply to the guest, or when the guest sends another message. There is no separate reopen button.

Archiving stores a ticket out of the active sections. You can still find and read it, but it is no longer in the way.

Archive and Spam sit together under a Visibility menu on the ticket, and both have their own entry under More in the left menu.

There is a two-minute video on the Archive section.

Move unwanted or unsolicited tickets to Spam to keep them out of the working Inbox.

Every ticket in the list has a checkbox, and there is one in the header of the list. Tick any of them and an action bar appears above the list.

Selecting. The header checkbox selects every ticket on the page you are looking at. Beside it, a small arrow offers two choices:

Going beyond the page. Once a page is selected, a line above the list confirms it, for example "All 15 tickets on this page are selected", followed by an option to select all tickets in the view. That second option can run into thousands, so read the number before you use it.

What you can do to a selection. The action bar offers the same actions as a single ticket:

Which of them are available depends on where you are. The same context rules described above apply to a selection, so an action that does not make sense for the view you are in — or for tickets you do not own — will not be offered.

Bulk actions are how you deal with a backlog: a run of automated OTA notifications to mark read, a batch of duplicate enquiries to solve, or a set of tickets to hand to a colleague in one go.

See Ticket statuses for what each status means, and Navigating the Inbox for where these tickets end up in the menu.

Open Talk to Us in the left menu of the platform, or email support@bookboost.io.