From c324f0165ba22bfb270fe4492ad417a919f77ba3 Mon Sep 17 00:00:00 2001 From: "inkeep[bot]" <257615677+inkeep[bot]@users.noreply.github.com> Date: Thu, 26 Feb 2026 09:31:06 +0000 Subject: [PATCH] docs(support): update inbox docs for Slack channel support and channel filtering - Update Channel property description to include `slack` alongside `widget` - Uncomment and enable channel filter in filtering section - Add callout noting context panels are widget-only (hidden for Slack tickets) --- contents/docs/support/inbox.mdx | 10 ++++++++-- 1 file changed, 8 insertions(+), 2 deletions(-) diff --git a/contents/docs/support/inbox.mdx b/contents/docs/support/inbox.mdx index 7c647b945630..ce11326107e8 100644 --- a/contents/docs/support/inbox.mdx +++ b/contents/docs/support/inbox.mdx @@ -23,7 +23,7 @@ Each ticket has the following properties: | **Ticket number** | Auto-incremented unique number (e.g., #1, #2, #3) | | **Status** | `new`, `open`, `pending`, `on_hold`, `resolved` | | **Priority** | `low`, `medium`, `high` (optional) | -| **Channel** | Where the ticket came from (currently `widget` only) | +| **Channel** | Where the ticket came from (`widget` or `slack`) | | **Assignee** | User or role responsible for the ticket | | **Session ID** | The PostHog session for events and exceptions | | **Session Replay ID** | The session recording (if replay is enabled) | @@ -45,7 +45,7 @@ The ticket inbox supports filtering by: - **Status** - Filter by ticket status - **Priority** - Filter by priority level -{/*- **Channel source** - Filter by where the ticket came from*/} +- **Channel** - Filter by where the ticket came from (widget or Slack) - **Assignee** - Unassigned, specific user, or specific role - **Date range** - Filter by creation date - **Search** - Search by ticket number, customer name, or email @@ -147,6 +147,12 @@ Other tickets from the same person. Useful for: - Identifying recurring issues - Seeing how previous issues were resolved + + +Session recording, recent events, exceptions, and previous tickets panels are only available for tickets from the widget channel. Slack tickets don't include session context, so these panels are hidden. + + + ## Tips for efficient support 1. **Use private messages** for internal notes when handing off tickets