Support Inbox

Triage customer conversations by urgency, SLA, account context, and ownership without losing thread history. The screen connects Inbox and Assigned so support agents can find the “Reply” action while checking open tickets and sla at risk.

Use this reference when you need to design this workflow inside an existing product. The example includes practical records such as Refund after duplicate charge and SSO login fails after domain change, rather than an empty visual shell.

Support Inbox
Use this template in Figr

Template facts

Screen

Inbox

Primary action

Reply

Pattern

Inbox

State

Default, loading, empty, error, permission, success

Design system

Adaptable product UI theme

What this screen helps users do

Support agents need a clear “Reply” action without losing sight of open tickets, sla at risk and the affected records. Keep the decision and its outcome clear before moving to the next task.

Key elements

  • Primary action: Reply is clearly available where the task happens.
  • Main view: Inbox keeps the starting point obvious.
  • Connected view: Assigned supplies nearby context.
  • Metric: Open tickets is visible with a meaningful value.
  • Another signal: SLA at risk helps people judge what to do next.
  • Representative record: Refund after duplicate charge makes the example specific.
  • Second record: SSO login fails after domain change shows the pattern works beyond one item.

States worth designing

  • Inbox empty after filters; show what people can do instead of leaving a blank panel.
  • Loading inbox without changing the layout unexpectedly.
  • Attachment or reply failed; explain the problem and preserve work.
  • Permission denied for assigned; clarify who can continue.
  • Success after choosing Reply; confirm the result and the next step.
  • Network or data refresh failure; offer a retry without losing context.

Where this screen sits in the flow

Inbox → Assigned → Reply → Review outcome

Patterns used

Inbox, Inbox, Assigned, SLA, accessible states, contextual actions

Why these choices work

Keep the active record close to its history, owner and status. Make urgent items easy to find without hiding the rest.

In this design, people should be able to compare Refund after duplicate charge with SSO login fails after domain change. Make open tickets clear, then use sla at risk to explain whether the next step needs attention.

Before handing this to a designer or engineer, check keyboard focus, error copy, permissions and what happens after they choose the “Reply” action. The happy path alone is not enough.

Related UI examples: Ticket Detail, SLA Monitor, Help Center Admin.

Start from this in Figr

Design a support inbox screen for our existing software product. Use our real design-system tokens, components and product language. Show Inbox and Assigned, include believable records such as Refund after duplicate charge, and make reply easy to find. Map loading, empty, failure, permission and success states before you create editable high-fidelity screens.

Open Figr