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In Trengo, emails first end up in the New inbox and get labelled automatically. They are then divided over the team based on workload and personal preferences.
In Trengo, it is not possible to set yourself as Away like you are used to in Robin.
It is therefor important that not only your personal inbox is empty, but also the team inbox. Please see below how to proceed
In the menu on the left, multiple options to access tickets are available.
Inbox
New: all new non replied and non assigned tickets
Assigned: assigned open tickets
Closed: Closed tickets
Spam: spam folder
NOTE: You will most likely not handle emails from this inbox part very often. You will probably use the ones below.
Personal
Assigned to me: the mails that are assigned to you, either automatically, taken over by yourself or sent by a colleague to take over
Mentioned: colleagues can add internal comments in tickets with your name. E.g. if you want to ask a technical question, you can add @Fred and he will get a notification in @vermeld.
When the message is handled, click on the checkmark to mark as done. The ticket will be removed from your Vermeld list.
Favourites: you can save mails that you want to keep for later, e.g. mails containing a procedure or technical knowledge. In a ticket assigned to you, click on the star (next to the snooze button)
Teams
You have all been added to all teams (and channels). You can personally select which teams you want to see by clicking on the 3 dots and then make a selection.
After handling your personal inbox, also check the Team inbox
Click on the team that you are assigned to
It will automatically show the assigned tickets. These are all the tickets in your team inbox that need to be handled. Click on a ticket and assign it to you answer.
Channels
Email, chat, whatsapp and phone are all different channels. You do not need to have this item open. You can keep it minimized.
Labels can also be minimized for the time being
Users
You can select the inbox of a specific colleague by clicking on the username in the Users menu.
You can also see the workload per person here
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