Wix Answers Help Center

Navigating the Main Tickets Page

Saving Custom Views in One Inbox

Allow other agents to use the same View you've added filters to by saving the custom View. When you save a View, it appears below the presets on the left side of the ticket lists for all team members.Important:

Searching for Tickets

Search for tickets by ticket number, email address, or keywords that appear in the ticket subject or description. To search for tickets: Click the One Inbox icon in the side panel on the left. Select the Al

Sorting Your Ticket Lists

Choose a sorting method on your ticket lists that works best for you. Sort your tickets by oldest first, newest reply, highest priority, closest response SLA breach or closest to end of snooze. You can save you

Working With Spam Tickets

You can mark or unmark tickets as spam to exclude or include them from your ticket lists. If you want to include spam tickets or show only spam tickets within a View, you can edit the Spam filter included in ea

Viewing a Ticket in Your Help Center

You can view a ticket in your Help Center to see how it appears to the ticket owner in their My Profile page. You can then copy the URL and send it to your customer in case they need to reply to a different tic

Adding the "Replied by" Filter to Ticket Views

Add the "Replied by" filter to Views to show tickets that were replied by specific agents, by anyone, or by no one. To add the "Replied by" filter: Click the One Inbox icon in the side panel on the left. (O

Filtering Your Ticket Lists by Ticket Status

Apply ticket status filters to your ticket lists to display tickets with specific statuses only. You can save the status filter to the View you're using if you want to save the View. Tip:Add filters to Views to

Viewing Tickets by Satisfaction Rate

Customers can rate resolved ticket replies as "helpful" or "not helpful." Add the Satisfaction filter to any view on your Tickets List to see tickets with rated replies. The more feedback you can gather about

Adding the "Source" Filter to Ticket Views

Add the "Source" filter to Views to show tickets that were created from specific channels. To add the "Source" filter: Click the One Inbox icon in the side panel on the left. (Optional) Click the Language i

Adding the "Countries" Filter to Ticket Views

Add the "Countries" filter to Views to show tickets submitted from a specific region. When your customer submits a ticket, their IP address determines the ticket's country of origin. Note:If a customer masks th

Viewing Tickets Linked to Specific Articles or Categories

Improve your articles, product, and customer service by discovering pain-points related to your Knowledge Base. Add the "Related to Article/Category" filter to Views to show tickets linked to specific articles

Viewing Tickets Created or Updated Within a Date Range

Add the "Date Created/Updated" filter to Views to show tickets created or updated within a date range. To view tickets created or updated within a date range: Click the One Inbox icon in the side panel on th

Adding the "Assigned to/by" Filter to Ticket Views

Add the "Assigned to/by" filter to Views to show tickets assigned to or assigned by specific agents or groups. To add the "Assigned to/by" filter: Click the One Inbox icon in the side panel on the left. (Op

Viewing Tickets by Labels

Add the "Labels" filter to Views to show tickets that either have or do not have specific labels. To view tickets by labels: Click the One Inbox icon in the side panel on the left. (Optional) Click the Lang

Viewing Tickets by Priority

Add the "Priority" filter to Views to show tickets based on their priority levels. Tip:Use Automatic Actions to automatically set ticket priorities based on conditions you define. To view tickets by priority:

Viewing Tickets by Language

Select a language from the top of your Views panel to show tickets from a specific language. To view tickets by language: Click the One Inbox icon in the side panel on the left. Click the Language icon  at

Adding Call Filters to Ticket Views

Add call filters to Views to show or hide call center tickets by queue, line, status, and more. Note:Adding call filters delays some real-time updates to the ticket lists by 30-60 seconds.To add call filters to

Adding Custom Field Filters to Ticket Views

Add Custom Field filters to Views to show or hide tickets by their custom field values. Note:Adding Custom Field filters delay some real-time updates to the ticket lists by 30-60 seconds. To add Custom Field fi

Adding the "Received from / Sent to" Filter to Ticket Views

Add the "Received from / Sent to" filter to Views to show tickets received from or sent to specific contacts or companies. Note:Adding the "Received from / Sent to" filter delays some real-time updates to the t

Viewing Tickets by Survey Satisfaction Rating

View tickets by satisfaction survey results to gain perspective on your customers' experiences. Add the Satisfaction Rating filter to Views to show tickets rated by customers as Positive, Neutral, or Negative.T

Adding Filters to Views in One Inbox

Use filters to create custom Views in One Inbox that display tickets based on conditions you define. You can save Views to create easy access points for team members to choose from specific types of tickets. Th

Previewing Tickets in Your Ticket Lists

Use ticket previews to quickly gain valuable information about tickets before selecting them. Understanding how to use each component of the Ticket Preview panel helps you select the most relevant tickets for y