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docs(support): Document channel filtering and Slack channel support #15321

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docs(support): Document channel filtering and Slack channel support #15321

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10 changes: 8 additions & 2 deletions contents/docs/support/inbox.mdx
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Expand Up @@ -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) |
Expand All @@ -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
Expand Down Expand Up @@ -147,6 +147,12 @@ Other tickets from the same person. Useful for:
- Identifying recurring issues
- Seeing how previous issues were resolved

<CalloutBox icon="IconInfo" title="Context panels for widget tickets only" type="fyi">

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.

</CalloutBox>

## Tips for efficient support

1. **Use private messages** for internal notes when handing off tickets
Expand Down