General Information on Inbox and Tickets
The Inbox is your central hub for comments and direct messages. All supported social media channels are bundled together so you don’t miss any important messages. With the Inbox, you can:
Manage messages centrally: All supported channels are synchronized.
Respond quickly: Thanks to the clear display, you always keep an overview.
Work on tickets efficiently: Each ticket links directly to the conversation history.
Note: Not every social media platform supports all types of messages. You can find more details here.
Step 1: How to Receive Tickets
To receive messages (tickets) in the Inbox, you first need to connect at least one social media channel. How to add a new channel is described here.
Step 2: How to Access the Inbox
You can access the Inbox of a workspace in different ways:
Direct navigation: Click on the Inbox icon in the main navigation on the left.
Via the workspace dashboard: Select the ticket button directly on the workspace card to go to the Inbox.
Directly via the dashboard: Click on an assigned ticket in the dashboard to go directly to it.
Step 3: Structure of the Inbox
The Swat.io Inbox consists of several clearly structured sections that help you manage incoming messages easily and efficiently.
We have divided it into the following sections:
Info: This article focuses on the most important steps to get started quickly with the Inbox. If you are brand new to Swat.io, we recommend first reading our Introduction to Swat.io before diving deeper into the Inbox.
Ticket Status
The ticket status helps you keep an overview of your tickets and structure your work clearly. Here’s what each status means:
Ticket Status | Explanation |
📩 New | Open, unassigned tickets |
⭐️ Starred | Tickets that have been specially highlighted |
👤 Assigned to me | Tickets that have been assigned to you for processing |
👥 Assigned to others | Tickets that have been assigned to other team members |
📦 Archive | All archived and already processed tickets |
Tip: Use Starred to avoid losing sight of important tickets. In the Assigned to me section, you’ll always quickly find all tickets you’re responsible for.
Channel List
With the channel list, you can easily control which messages from which channels are currently displayed in your Inbox:
Show single channels: Click directly on the channel name or checkbox to only show messages from that channel.
Select multiple channels: Use the checkboxes to activate or deactivate several channels at once.
Show all channels at once: Use the checkbox next to Channels to display or hide all channels at once.
If you also use the Monitoring feature, monitoring channels appear directly below the regular channels. These can be enabled or disabled individually or all at once via the checkbox.
Info: This feature is included in our Custom-package. For more details about the packages and the features they include, see here.
Menu Bar
The menu bar offers quick actions for handling tickets. Select at least one ticket to perform actions such as:
Action | Explanation |
Assign | Assign tickets to a specific person |
Tags | Assign existing tags or create new ones |
Star | Highlight important tickets |
Ignore | Keep tickets in the archive. New comments will not reopen the ticket and no notifications are sent |
Archive | Move tickets to the archive |
Export | Export tickets by date or tags |
Sort | Sort tickets by date (newest or oldest first) |
Filter | Filter between all, public, or private tickets |
Search | Search tickets by keyword, ID, tag, or user |
Ticket List
In the ticket list, you can find all important information about a ticket at a glance.
Here you can find out what the individual elements mean:
Element | Explanation |
Checkbox | Select single or multiple tickets |
Star | Highlight important tickets |
Type & Author | Shows ticket type, channel name, and author incl. profile picture |
Message | Preview of the message content |
Ticket ID | Unique ID for quick reference |
Comments | Number of all and unread comments |
Channel | Shows from which social media channel the ticket originated |
Assigned | Shows the profile of the team member currently assigned to the ticket |
Date | Date the ticket was created |