When a guest gets in touch, you want their ticket in front of you fast. Search in the Unified Inbox finds a ticket from whatever detail you already have, whether that is a name, an email address, a phone number, or a reservation number, so you do not have to fall back to Gmail or another system to track down the history.
Search is for when you know what you are looking for. When you want to narrow a list you are already working through, use the Filters panel instead. Both are covered below.
What you can search by
Guest name or surname. Search the first name, the surname, or both.
Email address. The primary email address on the guest's profile. The start of the address is enough, for example the part before the @.
Phone number. The primary phone number on the guest's profile. Type it from the start or the end, with or without the country code.
Reservation number. Find the ticket linked to a specific booking.
Message keywords. Words from the body of a message.
Email content. Both the subject line and the body of an email.
How it works
Results appear as you type. The list updates in real time and narrows as you add more of the detail you are looking for.
Results are grouped by category. Depending on what matches, you see Tickets, Guest profiles, Messages, Colleagues, Properties, and Agents across the top, each with a count. Only categories with a match appear, and when just one matches, its results are listed on their own without the row across the top.
Select a category to see more. With every category showing, you see the first results of each. Select one, for example Tickets, and more results load as you scroll to the bottom.
Solved and archived tickets are included. Each ticket result shows its status, so an older conversation is easy to spot.
Results show more context. Each result carries extra detail about the guest and the ticket, so you can tell similar guests or tickets apart before you open a thread.
How to search
Open the Unified Inbox.
Click the search icon at the top right of the list. Search opens in a window over the Inbox.
Type the detail you have: a name, surname, email address, phone number, reservation number, or a keyword.
To see only one kind of result, select its category at the top of the results, for example Tickets, and scroll down to load more.
Select the matching ticket from the results.
Filtering the list
The filter icon sits beside the search icon at the top right of the list. It opens a Filters panel with four groups. Every option is a checkbox, so you can tick as many as you like, and the groups combine.
Teams
Narrow the list to one or more teams. The group has its own Search box, and long lists collapse behind Show N more, so this stays usable on an account with dozens of teams.
Priority
High prio
Medium prio
Low prio
This is what makes priority worth setting in the first place. See Ticket details and guest information.
Channel
Narrow to the channels a ticket arrived on — for example Email, WhatsApp, SMS, Expedia or Booking.com (Parser). You will see the channels connected to your own account. This group has a Search box as well.
Useful when the way you answer depends on the channel: WhatsApp expects a quick, short reply, an OTA thread usually does not.
Escalation state
Three bands describing how urgent a ticket has become, shown with a coloured clock:
I need your attention! — the most urgent.
You've got some time — not urgent yet.
Chill (but not too much) — plenty of time.
This is the most useful filter on a busy morning. Tick I need your attention! and you get only the tickets that are running out of time, rather than working down a list of 130 in the order they happened to arrive. It is the closest thing the Inbox has to a triage view.
Each ticket also shows its own escalation clock as Esc. time in the ticket details panel.
Filters combine with everything else
Filters stack on top of the scope you are already in, rather than replacing it. So you can open one property from the left menu, select the Waiting for us tab, then filter to WhatsApp and I need your attention! — and be looking at exactly the tickets that need answering first at that hotel.
The left menu sets the scope: a property, a team, or a colleague. See Navigating the Inbox.
The status tabs filter by New, Waiting for us, Waiting for guest or Solved. See Ticket statuses.
What this does not do
A detail that has never been used in a ticket finds the guest, not a ticket. Search for a phone number or email address that only sits on the guest's profile and the guest appears under Guest profiles, with no ticket to open.
An email address matches from its start, not from the middle. Searching for a surname that sits in the middle of an address finds nothing. Start typing from the beginning of the address instead.
Results stop loading at 300 per category. If what you want has not appeared by then, type more of the detail to narrow the list.
There is no filter by property or by Operator. Use the left menu for those — Properties and Colleagues are both there.
Common questions
Can I search within the text of a ticket?
Yes. Search matches keywords in the message body, and for emails it matches both the subject line and the body.
I searched for a phone number and only a guest profile came back. Why is there no ticket?
That number has not been used in a ticket yet. Open the guest profile from the results to see their history.
Can I search by reservation number?
Yes. Enter the reservation number in search to find the linked ticket.
What should I work on first?
Open the filter panel and tick I need your attention! under Escalation state. That is the shortlist.
I am looking for something I dealt with weeks ago and cannot find it in the list.
Check the Solved tab, or search for it. The All tab only holds tickets that are still open. Remember the list is paginated too, so there may be more pages than the one you are looking at.
What to do next
If a search turns up nothing, type less of the detail: the start of the email address, or the last few digits of the phone number. If the guest appears only under Guest profiles, open their profile and check the ticket history there.
Getting help
Open Help at the bottom of the left menu and choose Talk to Us, or email [email protected].