How to change the status of a ticket in Inbox

Only Owners, Admins, Managers, or Support roles can access this feature.

You will learn 

Learn how to manage tickets in your Inbox, including how to: 

• Block a profile
• Snooze a ticket
• Mark a ticket as unread
• Close a ticket

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 [e-mail].

Block a profile

If you no longer want to receive messages from a certain phone number or profile, you can block their messages. Any messages from this sender will disappear permanently from your tickets, and you won’t see any new messages they send. There is no way to recover messages after they’ve been blocked.  

1. Go to Conversations > Inbox.
2. Select the All tickets view.
3. Open the ticket from the profile you want to block. 
4. At the top of the message thread, select the 3 vertical dots. 
5. From the dropdown, select Block profile.
   

Snooze a ticket

Snoozing temporarily hides a ticket from your open messages for a set period of time. Once the time passes, the ticket re-appears in your open message.

This functionality is helpful if you have a complex problem that you need time to solve, or as a reminder to close a ticket later.   

1. Go to Conversations > Inbox.
2. Select the All tickets view.
3. Open the ticket from the profile you want to block. 
4. Click the Snooze button.
   
5. In the resulting modal, select a snooze duration.
6. Click Confirm to snooze the ticket. 

Once the snooze duration passes, the ticket re-appears as an Open message, either in the My Inbox view or the Unassigned view, depending on the ticket's assignment. 

If you want to view your snoozed messages:

1. Select the All tickets view.
2. Select the message status filter in one of your Inbox ticket views. By default, this is set to Open.
3. Choose Snoozed.
   

Mark messages as unread

To easily come back to a message, mark it as unread. The unread indicator (a blue dot) will reappear on the message.

1. Go to Conversations > Inbox.
2. Open the ticket that you want to mark as unread. 
3. At the top of the message thread, select the 3 vertical dots. 
4. From the dropdown, select Mark unread.
   

Once you do this, the unread indicator (blue dot) re-appears for this ticket.  

Close a ticket

Closing (also called archiving) helps organize your tickets by moving a message out of your Inbox and into a separate folder. You can still access these messages by navigating to the Closed tab, but they won’t clutter up your inbox. 

Once a ticket is marked Closed, it cannot be reopened. If a customer contacts you again, a new ticket is created. This means the same customer can have multiple tickets in your Inbox. However, if a customer responds within 3 days of the ticket closing, the existing ticket is reopened.

To close a ticket:

1. Go to Conversations > Inbox.
2. Open the ticket you want to close. 
3. Click the Close button.
   

Additional resources

• Guide to Klaviyo Inbox
• Change your notifications for new tickets
• Create an automation