Navigate Inboxes, Threads, and Tickets

Find synchronized customer conversations and understand mailbox, thread, folder, and ticket context.

Before you begin

Confirm the active organization, Communications access, and a usable connected Nylas account. Know whether you are searching for a sender, subject, order, ticket, label, mailbox, or date. Initial synchronization or backfill can affect historical coverage.

How it works

Communications combines mailbox navigation, folders, thread lists, message detail, and ticket workspaces. A thread groups related messages. A ticket adds organization workflow context such as assignment, topic labels, notes, order links, return links, SLA state, and activity.

Step-by-step

Open Communications and select the intended mailbox when several are available.
Choose a mailbox folder, ticket view, topic label, or custom folder.
Use search and available filters to narrow the thread list.
Open a thread and read sender, recipients, timestamps, and message sequence.
Review ticket context for assignment, status, labels, customer, order, and returns.
Use the workspace switcher when supported to move between ticket contexts.
Follow linked Orders or Returns only after confirming their identifiers.
Return to the thread list and organize the work according to the team process.

Check your result

The selected thread belongs to the expected mailbox and conversation, messages are in the correct sequence, and ticket context identifies the intended organization records. Search and folder choices explain which conversations are visible.

Common problems

A thread is missing: check mailbox, folder, search filters, backfill state, and connected account.

Messages appear delayed: synchronization and external provider timing can affect availability.

Order or return context is empty: the ticket may not be linked, or the identifier may not match.

Another user sees a different inbox: communication profiles, mailbox access, and permissions can differ.

Permissions and data notes

Communications contains customer correspondence and attachments. Use only authorized mailboxes, avoid exposing message content in unrelated records, and follow organization privacy practices. A connected account does not grant every user access automatically.