Work with the team inbox

Take ownership of incoming contacts and keep the next action clear.

Before you start

AgentHub access and membership of the relevant service desk team.

Steps

1. Select the appropriate team context.
2. Review the team inbox and open an incoming chat or email conversation.
3. Accept or assign the conversation using the actions available to your role.
4. Review the history before replying.
5. Link an incident when investigation needs a ticket, then close the conversation when the contact is complete.

Expected result

The conversation has an owner and a clear record of the exchange.

Important behaviour

Contact ownership and ticket assignment are separate. Team access follows the conversation team; ownership is not a workaround for team permissions.

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