In the inbox channel settings you can define how messages and comments are processed as tickets in the Inbox on a channel-by-channel basis. You control the basic ticket behavior per channel - from ticket creation and automatic assignments to the behavior of reopened tickets. The available options vary depending on the channel's platform.
Info: In order to access the workspace settings, you need permissions as workspace manager. In case you don't have this permission, please contact your Swat.io administrator.
Accessing the channel settings
Open the settings by clicking on your username in the bottom left corner and selecting Settings from the menu.
Navigate to "Workspace" in the left sidebar and select "Channels".
Select the channel whose specific settings you want to access.
Scroll down to the "Inbox" section.
Available settings
Tickets: Creation & Behavior
You define if and under which circumstances tickets are created for incoming messages or comments. You can also specify whether posts mentioning your page should generate a ticket. For direct messages, you can additionally control under which conditions a ticket is reopened - for example, only for new fan messages, for all messages within a conversation or only when specific words or phrases are included.
Automatic Assignment
In our Large and Custom packages, you can ensure that reopened tickets don't go unnoticed by automatically having them assigned to the last assigned person - every time a new comment reopens a ticket.
Threshold for unread comments
Here you set a threshold for unread comments per channel. Once this threshold is reached, Swat.io sends a notification. This feature also serves as a so-called sh*tstorm alert, helping you react quickly when there's a sudden spike in comments. You can find more details in the following helpcenter article.