---
title: "Your inbox"
section: "Using Your App"
canonical_url: "https://support.buildwithhq.com/end-user/your-inbox.html"
reviewed_at: "2026-09-14"
authority: Official
---

# Your inbox

Work conversations and optional support tickets from every channel in one place.

## In brief

- **Audience:** End users
- **Time:** 5 min
- **Related:** Notifications

The inbox gathers conversations from every connected channel — email, text messages, website inquiries, and messages from colleagues — so you work from one screen instead of five apps.

## What you see

You see conversations routed to you personally, to a role you hold, or to shared team lines. If a conversation you expect is missing, it's likely routed to someone else — ask your administrator about routing rather than assuming it's lost.

## Working a conversation

Open a conversation to see its full history across channels. Reply in place — your reply goes out through the same channel the message arrived on.

## Support tickets

If your organization has enabled ticketing for an email address or SMS line, new conversations received on that channel receive a permanent ticket key such as `SUP-000123` or `SMS-000123`. Use the **Support tickets** view to focus on those conversations. The key stays with the thread through assignment, replies, resolution, and reopening.

The ticket's resolution state tells the team what should happen next: New, Open, Waiting on customer, Waiting internally, Snoozed, Resolved, or Closed. A new reply reopens a resolved or closed Inbox ticket so it returns to the attention queue. Closing the native Conversation is different and can start a new SMS thread. Channels without ticketing enabled continue to behave like ordinary inbox channels; disabling ticketing does not erase existing ticket identities.

Account owners use **Email and SMS ticketing setup** to choose the channel and a 2–12 character letter/number prefix. SMS requires a configured inbound phone line and authenticated provider setup; enabling ticketing does not purchase numbers or send messages.

## Follow-ups

Set a follow-up on any conversation to get nudged if it goes quiet. The bell at the top of the screen counts everything waiting for your attention.

---

Capability review: 2026-09-14. [View the canonical guide](https://support.buildwithhq.com/end-user/your-inbox.html).