The questions that come up most often about working in the Unified Inbox, with short answers. Each one links out to the article covering it properly.

Can I search for a keyword inside a ticket?
Yes. Use the search bar to search ticket content, not just guest names. See Find a conversation in the Unified Inbox.

Can I filter by property?
Yes. You can select all properties, one property, or several at once.

I scrolled to the bottom of the list. Is that everything?
Probably not. The ticket list is paginated — check for Page 1 of … and a Next button at the bottom. See Navigating the Inbox.

Why does the All tab show fewer tickets than I expect?
Because All means everything still open. It adds up New, Waiting for us and Waiting for guest, and does not include Solved. See Ticket statuses.

Once I open a message, does it disappear for everyone else?
It does not disappear, but it is marked as read for everyone. Read status is shared across a view.

How do I know if a colleague is already working on a ticket?
A Viewer badge on the row tells you someone else has it open right now. Pick a different one rather than both writing the same reply.

What happens when I reply?
You are assigned to the ticket automatically. If it was assigned to a colleague, replying takes it over and they are notified. See Actions in the Inbox.

What if a solved ticket reopens and the original Operator has left?
It stays assigned to that Operator, but it also appears under All and in the relevant view, so someone else can pick it up.

Why is an action button greyed out?
Because it does not apply to that ticket. Leave, for instance, is only available on a ticket assigned to you. See Actions in the Inbox.

What is the workflow of a message?
It arrives as New, then moves between Waiting for us and Waiting for guest as the ticket goes back and forth. Those two are the states that need someone's attention. See Ticket statuses.

Should I solve or archive a ticket once it is resolved?
Solve it. Solved tickets stay easy to get back to. Archiving is for clearing out older tickets you are done with, and an archived ticket cannot be reopened.

What happens if a guest replies to an archived ticket?
A new ticket is created. The archived one stays archived.

Can I solve or snooze a lot of tickets at once?
Yes. Tick the checkboxes in the list, or the one in the header to take the whole page, and an action bar appears. See Actions in the Inbox.

What does Switch Profile do?
It reassigns a ticket to the correct guest profile, for when a message has been matched to the wrong one.

How do I create an email signature?
There is a built-in editor, so you do not need any HTML — though you can still paste HTML or upload a file if you prefer. See Create and manage your email signatures.

Why does a guest message have an "Antworten" or "Reply" button inside it?
That is part of the original OTA email that was forwarded in, not a Bookboost control. Reply using the composer at the bottom of the ticket as normal.

If your question is not here, Navigating the Inbox covers the left menu and the list, and Actions in the Inbox covers what each action does.

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