> For the complete documentation index, see [llms.txt](https://distance.gitbook.io/distance/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://distance.gitbook.io/distance/getting-started/inbox/viewing-contacts-and-tickets-from-the-inbox.md).

# Viewing contacts and tickets from the Inbox

### **Introduction**

While handling a conversation in the **Inbox**, it’s important to have all relevant customer information at your fingertips. You can view contact details, notes, and past tickets without leaving the conversation, helping your team respond accurately and efficiently.

The **Inbox** also lets you create new tickets or view existing ones directly from the conversation thread, keeping all customer interactions organized and connected.

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### **Customer profile panel**

Click the customer’s name or the **View contact** button at the top of a conversation to open a panel on the right side.

<div data-with-frame="true"><figure><img src="/files/rm7dXhHcd1Yaj2xnVWap" alt=""><figcaption></figcaption></figure></div>

This panel displays:

<div data-with-frame="true"><figure><img src="/files/gdDOJHVNTI0G0Lydthot" alt=""><figcaption></figcaption></figure></div>

* **Contact Info** – Customer details such as name, email, phone number, and tags.
* **Tickets** – A list of all related tickets, including their status and history.
* **Notes** – Internal notes added by your team to provide additional context.

You can also **Edit** the profile or **Add tags** to help categorize the customer for future interactions.

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### **Viewing or creating tickets from Inbox**

Click the **ticket icon** in the conversation toolbar to either **View tickets** or **Create ticket**.

<div data-with-frame="true"><figure><img src="/files/mOzPUP4T8lcPUQHXOzGc" alt=""><figcaption></figcaption></figure></div>

This allows your team to manage follow-ups or track issues without leaving the conversation, ensuring continuity and reducing the chance of missed requests.

Having contacts and tickets accessible in-line with conversations ensures your team has complete context when responding. It also makes it easier to track and follow up on customer requests, keeping interactions organized and maintaining a smooth workflow across the Inbox.