Customer Service
Thy Pham
Inbox 3.5: Find guest context faster and resolve tickets with fewer clicks
Inbox 3.5 clears the clutter so your team can spot, prioritize and act on guest feedback faster. The guest's complaint is now the first thing you see, the ticket list and side panel fold away when you need room, and resolution rates stay accurate while you filter.
It's live for all accounts as of October 15, 2026. There's nothing to turn on.
What's new at a glance
A cleaner main thread: name, rating and top issues fit on two short lines, and long details sit in preview cards.
An easier-to-scan ticket list header: see which list you're on and how many tickets it holds.
A collapsible ticket list: fold the list into a slim rail of tiles to give the conversation more room.
A collapsible side panel: hide Summary, Properties, Details and Customers, then reopen any tab in one click.
Accurate resolution rate chips: every chip keeps its real rate while you filter.
A cleaner main thread
When you open a ticket, the guest's complaint now comes first. Long details sit in compact cards, so the review is never buried.
Name, rating and top issues
The guest's avatar, name, loyalty badge and time sit on one line.
The star rating and top 3 categories sit on the line below, ranked from most to least urgent: Critical, High, Medium, Low, then Compliment.
When a ticket has more categories, a pill such as "+3" shows how many. Hover it to see them all.
Hover any category to highlight the matching sentence in the review.
Answers and Order preview cards
Survey answers and order details now show as two short cards: Answers and Order (when the ticket has an order).
Click a card to open the full details in the side panel. For example, clicking Answers opens every answer in the D
etails tab.
Case tickets show the form name and inquiry type instead.
Chat messages
Chat messages now look and work like the messaging apps you already use. The time, status and sender show under each bubble, for example "10:51 AM · Sent · Alfie".
SMS chats update in real time, so you no longer need to refresh the page.
An easier-to-scan ticket list header
The top of the ticket list now shows which list you're on and how many tickets it holds, for example "Unresolved Tickets (605)".
The collapse button sits to the left of the title.
The Create Custom Case button sits to the right of
the title, as a lighter "+" button.
Below the title, the actions follow a clear order: the Unresolved and Resolved tabs, then search, then sort.
Hide the side panel to focus on the conversation, then open any tab again in one click.
Collapse the ticket list
Hide the ticket list when you want more room for the conversation. You can still move between tickets from a slim rail on the left.
Click Hide inbox at the top of the ticket list. The list folds into a slim rail of tiles. Each tile shows the ticket's platform logo or avatar.
Hover a tile to preview that ticket. Click it to open it.
Click Show inbox to bring the full list back.
On smaller laptop screens, the list folds by itself to save space.
Collapse the right panel
Hide the side panel to focus on the conversation, then open any tab again in one click.
Click Hide panel at the right end of the ticket header. The panel folds into a slim rail on the right.
The rail shows a tile for each tab: AI Summary, Properties, Details and Customers. The tab you were on is highlighted.
Hover a tile to see the tab name. Click it to reopen the panel on that tab
.
Click Show panel to open the full panel again.
Accurate resolution rate chips
Filtering the inbox by one feedback type no longer drops the other chips to 0%. Every chip keeps its real rate, so you can compare at a glance.
Click a chip, such as Reviews, to filter the inbox to that feedback type. The chip you picked stands out, and the others fade but still show their real rate.
Click the same chip again to clear the filter.
Quick tips
Working on a smaller screen? Hide both the ticket list and the side panel to give the conversation the full width.
Need the full survey? Click the Answers card instead of scrolling the thread.
Questions or feedback
Reach out to your Customer Success or Account Manager, or visit the Help Center.
