Reply to customers in Support Inbox
Use Support Inbox to handle customer messages with your team. You need a role with support access in the organization.
Find and assign the conversation
- Open Support Inbox in the organizer workspace.
- Search for the subject or customer, then select the conversation's subject.
- Read the customer's message and any earlier conversation.
- Select Assignee, search for a staff member, and choose the person who will handle it.
On a phone, the assignee control may show the person's avatar or initials.
To narrow the inbox, open Filter conversations by status and choose Assigned to me, Open, Waiting, or Resolved. Choose All to return to every state. The subject or customer search still applies when you change this filter, so clear it if you want to browse other conversations.
Open a customer attachment
Look for Attachments below the customer's message. Check the filename, then select Open beside the file. Your browser downloads it; open the saved file using an application that supports its format. You must be signed in to an organization account with support access.
Opening a file does not resolve the conversation. Return to the message to continue your reply. If the file cannot be found or downloaded, reopen the conversation and check that you selected the intended attachment. Ask the customer to send it again if needed, or contact support with the conversation subject and filename.
Add a private note
Select Add Note. Enter the information in Add internal context for your team., then select Add. Check that the note appears in the conversation.
Use a note for staff coordination, such as who will meet a group at the entrance. It is internal and is not included in the email reply to the customer.
Send an email reply
- Select Reply.
- Enter your response in Write a reply to the customer.
- Check the message, then select Send.
- Wait for the reply to appear in the conversation and the reply field to clear.
Eventyr sends the reply by email and changes State to Waiting on customer. If a success message briefly covers a control on a phone, let it dismiss before continuing.
Resolve the conversation
When the request has been handled, open State and select Resolved. The conversation keeps its messages, staff notes, and assignment.
If the customer replies again by email, the conversation reopens as Open and their new message appears in the thread. Review it before resolving the conversation again.
If sending fails, check the message shown and whether the reply already appears in the thread before trying again. Include the organization, conversation subject, and exact message when contacting support.
To change the outgoing address on your team’s replies, use Support Inbox sender settings.