Requirements: Only Owners, Admins, Managers, or Support roles can assign tickets.
You will learn
Learn how to assign tickets within your Klaviyo Inbox to efficiently manage customer inquiries and delegate responsibilities among your support team. By understanding views in Inbox and assignment actions, you can ensure efficient, organized customer support operations.
Klaviyo Helpdesk ("Inbox") is a part of Klaviyo Service and is currently in public beta. While this product remains in beta, functionality is not complete, and will be subject to change frequently throughout the beta period. By enabling Inbox through the onboarding workflow, you agree to the beta terms and conditions as provided in your contract with Klaviyo. While this feature is free during the beta period, it will be sold separately upon launch to general availability.
You must have Customer Hub enabled to join the Inbox beta. If you are not in the Customer Hub beta, join here. Note that you must be on a paid Klaviyo email plan to be approved. Participation in this beta is currently available in English for those who operate a Shopify Online Store; headless themes are not supported at this time.
For feedback about Inbox functionality, email customerhub@klaviyo.com.
About ticket assignment
You have 2 options for assigning tickets in Klaviyo's Inbox:
- Round robin (auto-assignment)
- When Round robin assignment is enabled, Klaviyo automatically assigns new support tickets to available ("Online") agents in a rotational order. This is a great option if you have a dedicated support team with multiple users monitoring tickets.
- Manual assignment
- Manually review and assign each ticket to yourself or another user managing your Inbox.
Inbox views for accessing tickets
When using ticket assignment, it’s helpful to understand the different Inbox views for proper ticket management and organization.
Tickets can be organized into the following views:
- My inbox: Shows only the tickets assigned to you (i.e., the user who is currently logged in and viewing the Inbox).
- All tickets: This default view shows every ticket in your Inbox, regardless of who they are assigned to.
- Unassigned: Displays tickets that are not currently assigned to anyone and may require attention.
By default, these views are filtered to show open tickets only to help you track the status of unassigned tickets, but you can apply additional filters to view tickets by status or other criteria.
Enable round robin to auto-assign tickets
Round robin assignment allows Klaviyo to automatically and evenly assign new tickets among support agents who are actively monitoring your Inbox. This helps ensure fair distribution of responsibility and helps customers receive timely support form those ready to assist.
To turn on Round robin assignment:
- Navigate to Conversations > Inbox in Klaviyo's main navigation.
- Select Settings.
- Select the Inbound messages tab in the top menu bar.
- Under Round robin assignment, select On.
- Click Save.
When you have the setting enabled, users in your account see an Online/Offline switch in their Inbox view. Klaviyo only includes users who are Online in the automated ticket assignment; it does not assign tickets to Offline users until they switch their status to Online. This means that users must manually set their status when they are available or unavailable to receive tickets.
It is not possible to set another agent's status for them. Logged out users are automatically marked as Offline.
Round robin assignment also respects your office hours, meaning that tickets are only auto-assigned during the working hours you've configured in your Inbox settings. Outside of these hours, even active agents will not receive tickets automatically. However, they can still manually assign tickets to themselves outside of office hours, and this will not disrupt the round robin rotation. Auto-assignment resumes when your office hours begin again.
Manually assign a ticket to someone
If you do not want to have Klaviyo auto-assign Inbox tickets, you can instead opt to have your team members manually assign themselves to tickets they're working on, and thus keep the Round robin assignment setting disabled.
If multiple users manage tickets within your Inbox, ensure that a ticket is unassigned before taking ownership. To streamline this process, assign tickets from the Unassigned view:
- Navigate to Conversations > Inbox in Klaviyo.
- Select the Unassigned ticket view to display tickets without an assigned agent.
- On the desired ticket, select the 3 dots (additional options) menu, then choose Assign.
- To assign multiple tickets to a person, check the select box on each ticket first, then click the three dots on any of the selected tickets.
- Select the user to whom you want to assign the ticket.
- The ticket(s) will automatically route to the appropriate view:
- If you assigned a ticket to yourself, it moves to the My inbox view.
- If you assigned the ticket to another user, it moves to their My inbox view.
Once an user is assigned, the ticket's Overview pane will be updated to show their name as the assigned agent (e.g., Kris Test is the assignee in the image below).
Note that the Overview section also includes other ticket information (e.g., ticket number, creation date, channel (SMS or web chat), total number of tickets associated with that customer, etc.), providing additional context for your support team. For more information on how tickets function in Inbox, see our guide to navigating the Inbox tab.
Reassign a ticket
To change the assignee for a ticket, or temporarily set a ticket back to unassigned:
- Open the ticket in your Inbox.
- In the Overview section along the right, find the assignee's name and click the dropdown menu next to it.
- Select a new assignee.
The reassigned ticket will move to the new assignee's My Tickets view. If you select "No assignee," the ticket will return to the Unassigned view.
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