Tutorial: Managing Incidents in the Inbox

In this tutorial, you will learn how to monitor incoming incident reports, claim a thread, communicate with the reporter, and resolve the incident using the Unified Operations Inbox.

Time to complete: 5 minutes

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Step 1: Monitor Incoming AlertsCopy Anchor Link

When an employee submits an incident report (e.g. "Slippery floor in FOH" or "Walk-in freezer temp rising"), it triggers a notification cascade:

• A notification card is sent to the location's configured Slack channels.
• The incident is registered in the Unified Operations Inbox (/inbox).

1. Open your dashboard and navigate to Inbox in the sidebar.
2. In the list, look for red or amber indicator dots signaling unread or critical threads.
3. Click the Incidents or Urgent tab to isolate active problems.

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Step 2: Claim the ThreadCopy Anchor Link

Before responding, you should claim ownership of the incident so other managers know it is being handled.

• Method A (Quick Action): Hover over the incident card in the master list and click the Claim button that appears.
• Method B (Detail Pane): Click on the incident card to load the thread in the detail panel, then click Claim Ownership in the top right of the header.

Your name and avatar will now appear as the owner of the incident, and an audit log is written.

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Step 3: Communicate and InvestigateCopy Anchor Link

Once claimed, you can communicate directly with the reporting team member.

1. Read the initial report details (reporter name, time, severity, location).
2. Type your message in the chat box at the bottom of the detail panel:
   • Example: "Thanks for reporting, John. I'm heading down with a wet floor sign and dry mop now. Did the spill originate from the FOH ice machine?"

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Step 4: Resolve the IncidentCopy Anchor Link

Once the physical or operational issue is resolved:

1. Click the Resolve Incident button in the detail panel header.
2. The system prompts you to enter resolution notes:
   • Example: "Mopped spill. Placed wet floor signs. Verified ice machine drain hose was unclogged."
3. Click Confirm Resolution.
4. The incident status changes to Resolved, the thread is archived from the active master list, and a notification is sent to Slack notifying the team.