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Inbox keeps the customer conversation, intake answers, assignment, priority, and ticket actions in one place. It is the only main workspace page available to moderators.

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Work a ticket

Select a conversation from the queue. You can:
  • reply to the customer
  • add a private team note
  • assign teammates or work roles
  • set priority and tags
  • review a held Marno draft
  • open the original Discord thread
  • close or reopen the ticket
Use Pin ticket to keep an important conversation above the normal recent-activity order. Updates stay synchronized with Discord.

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Review Marno’s work

A Marno reply can show:
  • Used knowledge base, with the sources behind the answer
  • Called agent, with the specialists Marno consulted
Specialists return internal briefs. Marno writes the customer reply.
On an assigned ticket, customer replies are limited to its assignees, members of assigned work roles, admins, and the workspace owner. Other moderators can still use private team notes.