1
Connect the channels
Connect a shared support mailbox (e.g.,
support@yourcompany.com) via Nylas. Install the chat widget on your help center. See Email overview and Chat & Widget.2
Set up routing
On each channel, define routing rules. Round-robin assignment to the Support team during business hours; route to an “After hours” queue otherwise. See Channel routing for the rule syntax.
3
Build the Tickets object
Create a Tickets object with: Title (text), Reporter (relation → Contacts), Assignee (user), Status (status with stages: Open, In Progress, Waiting, Resolved, Closed), SLA Due (date), Conversation (conversation relation).
4
Auto-create a Ticket on first inbound message
Automations → New workflow. Trigger: when an email is received (or when a chat conversation starts for the widget). Action: create a record on the Tickets object, populating Reporter from the conversation participant and Conversation from the trigger. Add a second action to set SLA Due to “now + 4 hours”.
5
Build the inbox view
Create an Inbox view backed by Conversations, filtered to channel: email + chat, status: open, assigned to me or my team. Save as “Support Inbox”.
6
Add the SLA dashboard
New Dashboard view. Drop in: a stat tile showing “Open tickets breaching SLA in < 1h”, a heatmap of inbound volume by hour-of-day, a line chart of average first-response time over the last 30 days. The dashboard powers the daily standup.
You now have a support inbox with auto-ticketing and SLA tracking. Iterate by adding canned responses, AI triage agents, and per-channel routing rules.