Managing Mailboxes

Dashboard Overview

The Dashboard is your home base in Heroic Inbox. It shows all your connected mailboxes and their current status.

Understanding the Dashboard

When you open Heroic Inbox, you’ll see cards for each connected mailbox.

Heading:

“Heroic Inbox / Dashboard”
Subtitle: “Manage your email accounts and conversations”

Each Mailbox Card Shows:

Mailbox name (e.g., “Sunshine Apparel Support”)
Email address
Folder counts with badges
⋮ (three dots) menu for settings

Folder Structure

Each mailbox has organized folders to help you manage tickets:

Inbox

New tickets that haven’t been assigned
All team members with access can see these
Badge shows count (e.g., 24)

Mine

Tickets assigned specifically to you
Your personal queue
Only you can see these (plus Admins/Managers)
Badge shows count (e.g., 8)

Assigned

Tickets assigned to other team members
Managers can see all assigned tickets
Helps track team workload
Badge shows count (e.g., 12)

Closed

Resolved tickets
Archived but can be reopened

Spam

Junk or irrelevant emails
Hidden from main view

Draft (shows only if you have draft replies)

Unsent replies saved as drafts
Badge shows count

Accessing Tickets:

Click any folder name to view tickets in that category
Click on a ticket to open the full conversation

Ticket Lifecycle & Statuses

Understanding ticket statuses helps you manage your support workflow effectively.

Available Statuses

Open

Default status for new tickets
Customer is waiting for a response
Your primary action queue
Color: Green dot

Pending

Waiting on the customer to respond
Or waiting on another department
Not urgent, but not resolved
Color: Yellow/Amber dot

Closed

Issue is resolved
Customer has been helped
Ticket is archived
Color: Gray dot

Spam

Junk or irrelevant emails
Automatically hidden from main view
Color: Red dot

Composing & Replying

To send a reply:

Scroll to bottom of ticket or click “Reply” button in toolbar
The reply editor appears with rich text formatting
Toggle between “Reply to [Customer Name]” and “Internal Note”

Reply Type Toggle:

Mail icon = Reply to Customer (sends email)
Tag icon = Internal Note (team only, customer never sees)

Type your response in the editor
Use the formatting toolbar:
- Bold, Italic, Underline
- Bullet lists
- Numbered lists
- Insert links
- Blockquotes
Click “Send Reply” button

Collaboration Tools

See when other team members are viewing or working on the same ticket in real-time.

How Collision Detection Works

When someone is viewing:

Blue banner appears at top of ticket
Shows: “User is viewing this ticket”
Eye icon
Helps you know someone else is aware of this ticket

When someone is typing:

Orange/amber animated banner appears (pulsing/animated)
Shows: “User is writing a reply…”
Pencil icon with animated typing dots
Three bouncing dots animation
Warns you someone is actively composing

Multiple users:

Shows all active users
Example: “3 users are viewing: User 1, User 2, User 3″
Both viewing and typing users listed

Reply Protection

Collision detection prevents duplicate responses to customers.

You cannot send a reply if:

Another agent is actively typing
Red warning banner appears
Message: “Cannot send reply – User is currently writing a response”
“Send Reply” button is disabled

Why this helps:

Prevents sending duplicate replies to customers
Avoids confusion and contradictory answers
Saves time by not repeating work
Ensures coordinated team responses

What to do:

Wait for the other agent to finish and send
Send an internal note asking if they’re handling it
Or coordinate via internal notes: “I’ll handle this one”
Reach out directly to the team member

Productivity Features

Saved Replies

Create reusable message templates to respond instantly to common questions.

What are Saved Replies?

Pre-written message templates for frequently asked questions
Insert with one click into your replies
Save hours of typing repetitive responses
Maintain consistency across your team’s responses
Can include formatting, links, and placeholders

Benefits:

Answer common questions in seconds
Ensure accurate information every time
Train new agents faster
Maintain brand voice consistency

Creating Saved Replies

To create a new saved reply:

Go to Mailbox Settings → Saved Replies tab
Click “Add New Saved Reply” button
Fill in the form:

Title (Required)

Give it a descriptive name
Examples: “Shipping Info”, “Return Policy”, “Size Guide”
This is what you’ll search for when inserting

Content (Required)

Write your template message
Use the rich text editor for formatting
Add links, lists, and styling
Include placeholders if needed

Click “Save” button

Using Saved Replies

To insert a saved reply into your message:

Open a ticket and start composing a reply
Click the “Saved Replies” button in the reply editor toolbar
Saved Replies picker modal opens
Search or browse your saved replies:
- Type in search box to filter by title/content
- Browse the list of templates
Click on a saved reply to select it
The content is inserted into your reply editor
Customize the response if needed
Click “Send Reply”