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Guide to Spur's Team Shared Inbox: Managing Tickets and Assignments for Streamlined Customer Interactions
Guide to Spur's Team Shared Inbox: Managing Tickets and Assignments for Streamlined Customer Interactions

Learn how to easily manage Spur's Team Shared Inbox with our guide on ticket statuses and assignments.

Updated over a year ago

Introducing Spur's Team Shared Inbox

Welcome to Spur's Help Center! At Spur, we're passionate about revolutionizing eCommerce communication. With our myriad of features designed to enhance and simplify customer interactions, it's only natural for us to introduce yet another groundbreaking tool: the Spur's Team Shared Inbox.

Just as we aim to make eCommerce communication feel magical ⚡️ for your customers, we believe that internal team communication should be equally seamless. Whether you're a designer, engineer, founder, or any member of our diverse team, our Team Shared Inbox ensures that you stay connected, organized, and efficient. Dive in to discover how to maximize the potential of this feature, ensuring that every conversation is addressed promptly and no valuable insight is missed.
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Overview

Understanding your Inbox:-

  1. Conversation- It consist all the conversations going on your account.

    a. Your Inbox-It shows all the conversations assigned to you.
    b. Unassigned- It shows all the conversations which are not assigned to anyone.
    c. Team- Conversations which are going with your team.
    d. All- It shows all the conversation on your account including Unassigned and Team.
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  2. All Channels-You can check all the conversations under one roof and if you want to check particular channel conversations , You can select that too.
    a. Instagram
    b. Facebook
    c. WhatsApp


Read/Unread Messages:-


1. Read - It shows all the messages which we have read.
2. Unread - It shows all the messages which are not opened.



Table of Contents

  1. Understanding Ticket Status

  2. How Tickets Get Assigned

  3. Manual vs. Automated Assignment

  4. Special Cases: Broadcasts and Automations




    1. Understanding Ticket Status

    Tickets in the shared inbox can either be Open or Closed.

    • Open: A ticket is automatically opened if a customer messages the brand and no automation is triggered.

    • Closed: If automation is triggered when a customer messages, the ticket remains closed.

    2. How Tickets Get Assigned

    When a ticket is open, it can be in an Unassigned state or be assigned to a specific team member. Here's how:

    • Unassigned by Default: If no specific rules are set, the ticket will remain unassigned.

    • Assigned by Rules: You can set rules to automatically assign tickets to a default assignee or a specific team.

    • Self-Assignment: If you reply to an unassigned ticket or one that's assigned to a team, it gets assigned to you.

    • Dropdown Menus: Assignees and teams can also be manually set using dropdown menus located on the right side of the customer chat interface.

    3. Manual vs. Automated Assignment

    If a conversation is assigned to a team, you have two options for how tickets get assigned within that team:

    • Manual: Tickets won't be automatically assigned to team members.

    • Round-Robin: Tickets are assigned to team members in sequential order.

    4. Special Cases: Broadcasts and Automations

    • After a Broadcast: All tickets will be closed and unassigned. However, if a ticket was already open, it remains so.

    • Automation Triggered: If a customer's message triggers an automation, the ticket will stay closed and unassigned.

      Overview:

      1 Conversation → Multiple Tickets → Different Assignees for Different Tickets: A single conversation can generate multiple tickets, and each ticket can be assigned to a different agent.

    Roles in Team Shared Inbox

    Owner

    The Owner is the highest authority within your Spur account, having full control over all functionalities.

    Permissions:

    • Full access to all Spur features, including marketing, support, and security settings.

    • Can invite or remove any team members.

    Admin

    Admins manage the day-to-day operations and have a broad range of access.

    Permissions:

    • Can manage marketing and support features.

    • Limited access to security settings and can invite or remove team members except Owners.

    Marketing Lead

    Marketing Leads focus on customer engagement through marketing and support channels.

    Permissions:

    • Access to link products, broadcasts, and templates.

    • Can view shared inboxes and team analytics but cannot invite or remove team members.

    Support Agent

    Support Agents are the front-line team members who interact directly with customers.

    Permissions:

    • Can view and reply to messages in shared inboxes, access team analytics, and the dashboard.

    • Cannot invite or remove team members or add channels and integrations.


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    Conversation Visibility:

    Single Inbox Visibility: A conversation will only appear in the inbox of the agent currently assigned to the latest ticket of that conversation, whether the ticket is open or closed. It will not simultaneously appear in multiple inboxes.

    Ticket Lifecycle

    Ticket 1:

    1. Initial Message: A customer messages the brand, initiating a new conversation and generating a new ticket.

    2. Assignment: The ticket is manually or automatically assigned to Agent 1.

    3. Interaction: Agent 1 and the customer exchange messages.

    4. Closure: The ticket is closed by Agent 1 but remains assigned to them for record-keeping.

    Ticket 2:

    1. New Message: A new message from the customer generates a second ticket within the same conversation.

    2. Initial Assignment: The ticket is first assigned to Agent 1, as they were the last to handle the conversation.

    3. Reassignment: Agent 1 reassigns the ticket to Agent 2.

    4. Closure: Agent 2 closes the ticket but remains the assignee for tracking purposes.

    Inbox Transition

    • From Agent 1 to Agent 2: Once a new ticket is assigned to Agent 2, the entire conversation transitions from Agent 1's inbox to Agent 2's.

    • Visibility: The conversation becomes invisible in Agent 1's inbox and is solely visible in Agent 2's inbox thereafter.

      1. Sent a broadcast →

        1. All tickets will be closed and unassigned

        2. If tickets are open it stays open

      2. How is conversation assigned

        1. No group assignment on → unassigned

        2. Group assignment on → according to the rule of the group

        3. Flow me assignment block

        4. Default assignee

        5. When I reply to a conversation that is unassigned or assigned to a team → assign it to me

      3. Customer messages →

      4. Automation triggered → Remains closed and unassigned

      5. No automation triggered → Open it

        1. Remains unassigned if no rules are set

          1. Rules →

            1. Automation flow

            2. Default assignee

            3. Team

      1 conversation → multiple tickets → different assignee for different tickets

      The conversation will show in the inbox of the current assignee of the latest ticket of the conversation regardless it is open or close
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    Additional Features

    1. Notes: Agents can add internal notes to tickets for better context and effective communication among team members.

    2. Assign Agent/Team: A feature that allows manual assignment of agents or teams using dropdowns.

    3. Pause Automation: If a ticket is manually assigned, the corresponding automations are paused until manually resumed.

    4. Automation: Automated replies only triggers when the automation status is on.


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