Admin: support inbox
Handle customer support cases from a single inbox: filter by status and priority, open the full conversation thread, reply to customers, add internal notes and keep an eye on SLA breaches.
The support inbox gathers every customer enquiry in one place so you can reply, prioritise and close cases without leaving backoffice. You get an overview of open tickets, response times and SLA breaches — and each case opens as a full conversation thread where you can reply to the customer, add internal notes and see the app the way they see it.
The support inbox is only available to accounts with the admin or support role. If you lack access, contact an Arcili administrator.
1Open the support inbox
Go to Support cases in the admin menu. The page lives at the route /admin/support and opens straight onto an overview of every incoming case.
At the top you see four key figures that refresh continuously:
SLA breaches counts active cases that have not yet received a first reply. Over 24 hours is flagged as warning, over 72 hours as critical. Keep the number at zero.
2Find the right case
Use the search field and status filter to locate a case:
Search by subject, customer email or tenant…
Search matches on the case subject, the customer's email and the customer's organisation. Alongside it you filter by status:
Active (not resolved) All Open In progress Waiting for customer Resolved Closed
The default view is Active (not resolved), so closed and resolved cases stay out of the way. Each row shows the subject, organisation, customer email, category, status, message count and when something last happened.
Status and priority at a glance
Every case has a status and a priority you can read straight from the list:
- Status: Open · In progress · Waiting for customer · Resolved · Closed
- Priority: Low · Normal · High · Urgent
- Category: Bug · Question · Billing · Feature · Data/GDPR · Other
3Open the case and reply
Click a row to open the case. You see the whole conversation thread — the customer's messages on the left, your replies on the right. If the case is tied to a specific page in the app, the route shows as a small code chip next to the category, so you know exactly where the customer was.
Write your reply in the field and send:
Write a reply to the customer…
Send
Tick Internal note (only Arcili staff sees it) to write a note the customer never sees — perfect for coordinating internally or recording a debugging step. Internal notes appear with a marker in the thread.
4Change status, priority and view as the customer
At the top of the case you control two dropdowns:
- Status — move the case between Open, In progress, Waiting for customer, Resolved and Closed.
- Priority — raise or lower between Low, Normal, High and Urgent.
Changes take effect immediately, and the inbox key figures update accordingly.
For debugging you can start a View as customer session straight from the case. It opens the app exactly as the customer experiences it, so you can reproduce the problem from their perspective.
The support inbox is built for desktop. Tables, conversation threads and dual dropdowns need a larger screen — open backoffice on a computer.