# Step 4: Navigate your ticket inbox

Understand how Zaapi structures customer data, then set up the ticket fields and saved views your team will use every day.

### How Zaapi organises customer data

Zaapi uses a three-level model:

* **Contact** — the customer. One person, with all their details in one place.
* **Conversation** — the ongoing message thread between that contact and your business on a single channel (a Facebook DM thread, a WhatsApp chat, a Chat Widget session). One contact can have multiple conversations across different channels.
* **Ticket** — a single, trackable customer issue inside a conversation. Each ticket has its own ID, fields, owner, status, and resolution. One conversation can produce many tickets over time.

Tickets are the unit of work your team measures and resolves. Conversations and contacts give them context.

### Set up ticket fields

Ticket fields are the structured data captured on every ticket — Summary, Priority, Enquiry Type, Resolution, Product Enquired, and any custom fields you create. They turn unstructured conversations into reportable data, and your team fills them in directly from each ticket.

To configure them:

1. Go to **Settings** → **Ticket Fields**.
2. Click **Create field** to add a new one, or toggle existing fields on and off.
3. Choose a **field type** (text, dropdown, product, etc.) and mark the field as required if your team should always fill it in.
4. Choose which integrations the field applies to.

{% hint style="info" %}
Start small. Summary, Priority, and a Resolution dropdown will cover most teams — you can add more fields as your reporting needs grow.
{% endhint %}

For more detail, see Ticket Fields.

### Organise your inbox with saved views

Saved views are filtered, named lists of tickets your team can return to in one click — for example, "VIP customers — unresolved", "Refund requests this week", or "Shopee tickets waiting on the customer".

Two things to know:

* **Saved views are shared across your organisation.** Anyone on your team can open any saved view from **All saved views** in the sidebar.
* **Pinning is personal.** Pin the views you use most often to your sidebar under **Pinned by me** — your pins only affect your own view.

To create a saved view, apply filters in the inbox and save the result. To pin one, hover over a view in the sidebar and click the pin icon.

For more detail, see Saved Views.

### Next step

Start handling tickets and reporting on your team's performance.


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