All Collections
9. The Inbox
Clevy OnDemand's Inbox Explained
Clevy OnDemand's Inbox Explained

Provide fast and personal employee support with Clevy's Inbox.

Salim Jernite avatar
Written by Salim Jernite
Updated over a week ago

With Clevy's OnDemand Inbox, you can provide your employees with simple, prompt, and personal support. Clevy offers a suite of features for your team to handle conversations like a traditional ticketing system but with all the intelligence that is the foundation of our software.

Clevy AI-Powered inbox is built around two main views:

1. The Inbox page - agents can view and manage all tickets assigned to them

  • Manage all your employees’ requests in a unified platform, whether from your ticketing form, Employee portal, Virtual Assistant, or any other channel.

  • Tickets are automatically assigned to your team based on their availability and skills

  • Process similar tickets in bulk to save time

  • Process all employees' requests, be them queries (questions) or processes (forms)

  • Keep your inbox organised with tags and answer queries timely with SLA.

2. The Messaging page - agents can process and close tickets one by one or in bulk

  • Get help from Clevy's AI with "suggested answers" based on your knowledge base and the previous tickets you have processed.

  • Ask employees for additional information by creating a conversation thread inside your ticket.

  • Access the employee's ticket details, personal information, and the tickets metadata in one same view to have context and process the ticket faster

  • Collaborate on a ticket with your colleagues, creating internal notes and tasks in the ticket view

💡 Pro Tip: The Ticket lifecycle

  • New Tickets arrive in NEW

  • Once you start doing actions on a ticket in the Messaging page (answering the user, asking for more information...) without closing it, the ticket will go to PENDING

  • Once you or an employee closes a ticket ("Mark as resolved"), the ticket will end up in ARCHIVE

Now let's discover the different workflows to close a ticket! ✅

Did this answer your question?