Team inbox
The Team inbox is where resolution team members see the tickets routed to them, add notes and conclude their routings with a result.
The Team inbox is the workspace for resolution team members in EnaFeedback. When a ticket is routed to your team, it appears here: you read it, record what you did in internal notes, and conclude the routing with a result. Departments such as technical service or housekeeping can focus on their own work without access to every feedback screen.
Required role
- You need the team inbox permission. For people who only use this screen, the Team member role is enough.
- The Owner, Administrator, Hygiene manager, Feedback manager, Survey manager and Page manager roles include this permission too.
- Which tickets appear depends on which resolution teams the user belongs to. A user who is not on any team sees an empty inbox.
Prerequisite: an admin must have added you to at least one team under Resolution team → Resolution teams.
What you see in the inbox
- Tickets routed to your teams, with the routing status (Open or Concluded).
- The ticket content: subject, message and any attachments.
- The admin's routing note.
- If the visitor left contact details, they are shown in full in the inbox.
Handle contact details with care
The visitor's name, phone number and email are shown to team members without masking. Use them only to resolve the ticket, and follow your organization's data protection rules.
Key figures
The figures at the top of the inbox summarize your team's workload:
- unread, open and concluded routing counts
- success rate
- average time to conclude
- 30-day trend
The team inbox count also appears on the Home dashboard, so you see pending work as soon as you sign in.
Handling a routing
Open the inbox
Go to Resolution team → Team inbox. You can also get there from the team inbox count on the Home dashboard.
Review the ticket
Select an open routing from the list. Read the admin's note, the visitor's message and the attachments.
Add notes
Write down the work you did, materials used or steps still pending. A note can be up to 4,000 characters. Notes are saved to the ticket history and are visible to admins.
Conclude the routing
When the work is done, conclude the routing with one of these results:
| Result | When to choose it |
|---|---|
| Action taken | You did what was needed. |
| Could not complete | You could not finish the work. |
| Forwarded | You passed the issue on to another department. |
| Returned | The ticket is outside your team's remit. |
Admins close the ticket, not the team
Concluding a routing does not close the ticket. An admin closes it after every routing is concluded. Results such as Withdrawn, Cancelled or Expired can only be chosen by admins.
The inbox in the mobile app
The EnaFeedback mobile app (Android and iOS) has an inbox with Hygiene, Feedback and Teams tabs; team routings are on the Teams tab. The mobile app is currently in internal testing and is coming soon to the app stores.
Tips and common mistakes
- Write your note before you conclude. The admin reads it when closing the ticket.
- If a ticket is not your team's job, don't wait. Return it right away with "Returned" so the admin can route it to the right team.
- If your inbox is empty, ask an admin to add you to the right resolution team.
- There are no timers or automatic reminders for tickets, so check open routings regularly.
Related articles
Resolution teams
Creating teams, routing tickets and all routing results.
Ticket lifecycle
Statuses, priorities and close results.
Mobile app
Features of the EnaFeedback mobile app.
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Resolution teams
Resolution teams let you hand tickets to the right department. Learn how to create teams, add members, route tickets and read routing results.
Personnel management
Add field staff, assign the Cleaning and Control roles, deliver the 4-character personnel code, and manage Quick sign-in devices in EnaFeedback.