When a guest gets in touch, you want their ticket in front of you fast. The Unified Inbox search bar finds a ticket from whatever detail you already have, whether that is a name, an email address, a phone number, or a reservation number, so you do not have to fall back to Gmail or another system to track down the history.
Search is for when you know what you are looking for. When you want to narrow a list you are already working through, use the Filters panel instead. Both are covered below.
What you can search by
Guest name or surname. Search the first name, the surname, or both.
Email address. The primary email address on the guest's profile.
Phone number. The primary phone number on the guest's profile.
Reservation number. Find the ticket linked to a specific booking.
Message keywords. Words from the body of a message.
Email content. Both the subject line and the body of an email.
How it works
Results appear as you type. The list updates in real time and narrows as you add more of the detail you are looking for.
Results show more context. Each result carries extra detail about the guest and the ticket, so you can tell similar guests or tickets apart before you open a thread.
How to search
Open the Unified Inbox.
Click the search bar at the top.
Type the detail you have: a name, surname, email address, phone number, reservation number, or a keyword.
Select the matching ticket from the results.
Filtering the list
The filter icon sits beside the search icon at the top right of the list. It opens a Filters panel with four groups. Every option is a checkbox, so you can tick as many as you like, and the groups combine.
Teams
Narrow the list to one or more teams. The group has its own Search box, and long lists collapse behind Show N more, so this stays usable on an account with dozens of teams.
Priority
High prio
Medium prio
Low prio
This is what makes priority worth setting in the first place. See Ticket details and guest information.
Channel
Narrow to the channels a ticket arrived on — for example Email, WhatsApp, SMS, Expedia or Booking.com (Parser). You will see the channels connected to your own account. This group has a Search box as well.
Useful when the way you answer depends on the channel: WhatsApp expects a quick, short reply, an OTA thread usually does not.
Escalation state
Three bands describing how urgent a ticket has become, shown with a coloured clock:
I need your attention! — the most urgent.
You've got some time — not urgent yet.
Chill (but not too much) — plenty of time.
This is the most useful filter on a busy morning. Tick I need your attention! and you get only the tickets that are running out of time, rather than working down a list of 130 in the order they happened to arrive. It is the closest thing the Inbox has to a triage view.
Each ticket also shows its own escalation clock as Esc. time in the ticket details panel.
Filters combine with everything else
Filters stack on top of the scope you are already in, rather than replacing it. So you can open one property from the left menu, select the Waiting for us tab, then filter to WhatsApp and I need your attention! — and be looking at exactly the tickets that need answering first at that hotel.
The left menu sets the scope: a property, a team, or a colleague. See Navigating the Inbox.
The status tabs filter by New, Waiting for us, Waiting for guest or Solved. See Ticket statuses.
What this does not do
Search does not cover details that have never been used in a ticket. A phone number or email address that has only ever sat on the guest's profile will not appear in results.
There is no filter by property or by Operator. Use the left menu for those — Properties and Colleagues are both there.
Common questions
Can I search within the text of a ticket?
Yes. Search matches keywords in the message body, and for emails it matches both the subject line and the body.
Why can I see a phone number on the profile but not find it in search?
Search only covers details that have been used in a ticket. If that number has never been part of a ticket, it will not appear in results.
Can I search by reservation number?
Yes. Enter the reservation number in the search bar to find the linked ticket.
What should I work on first?
Open the filter panel and tick I need your attention! under Escalation state. That is the shortlist.
I am looking for something I dealt with weeks ago and cannot find it in the list.
Check the Solved tab, or search for it. The All tab only holds tickets that are still open. Remember the list is paginated too, so there may be more pages than the one you are looking at.
What to do next
If a search turns up nothing, the detail you searched for may never have been used in a ticket. Open the guest's profile in Profiles and check the ticket history there instead.
Getting help
Open Help at the bottom of the left menu and choose Talk to Us, or email support@bookboost.io.