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Inbox

Tickets

Email and anything logged by hand: the slow lane, with its own folders, fields and filters.

Zack Lam
Authored by Zack LamFounder, doTask
Two colleagues working through a plan together
Inbox
Read it in the appThe same article opens from Help inside app.dotask.io, beside the screen it describes.

A ticket filter can start from a suggestion: Settings → Routing recommends filters from your tickets, and Make this filter opens New ticket filter with the name, icon and conditions filled in (/inbox/tickets/views/new?starter=urgent, unassigned, mine, waiting, email or form). Nothing is saved until Save filter.

  • Tickets arrive from the connected mailbox (Settings → Email) and from the widget when nobody is online; you can also create one with the + beside Tickets.
  • A contact form on your own website can send its messages here too: the form posts to https://chatbot.dotask.io/v1/web/contact-form with your website chat key (Settings → Live chat → Installation) and name, email and message, plus company, phone, topic and budget if it asks for them. Each message becomes a ticket with source Website form, the sender becomes a contact, and your reply goes to them by email. If you limited the widget to certain sites under Installation, only forms on those sites are accepted.
  • A ticket has an assignee, a priority, tags and the custom fields you defined under Settings → Fields; replies go out by email from your address.
  • Ticket filters are saved conditions over status, priority, tag, source and assignee.
  • A reply to a newsletter is a ticket too: it says which newsletter the person is answering, with a link to its results, and the results page lists all replies to that send.
  • Files on an email — photos, PDFs, spreadsheets up to 10 MB — are kept with the ticket and shown under the message; photos as thumbnails the AI Agent can also look at. Anything else is listed by name as not kept.
  • Under each reply you sent, the thread says what the mail service reported: delivered, delivery delayed (the other server is not accepting it yet; it keeps trying), bounced with the reason, or not sent. The AI Agent’s own drafts and replies are explained under AI Agent → When the assistant hands over → Email.
See also:All documentationFAQ