The Communication section in Retino provides a clear view of all messages from customer communication. This is a central place where you can track incoming messages, respond to them, and manage all customer communication.
Communication List Overview
The Communication section displays a list of all messages associated with tickets in the Retino system. The list includes several key pieces of information:
Ticket - the ticket code the message relates to, with an icon indicating the ticket type
Customer - the customer name who is communicating
Message - the message content (a shortened preview)
Assigned to - the agent responsible for the ticket
Received - the message reception time (both relative and absolute formats when hovering over)
Unread messages are highlighted with a yellow background by default, allowing you to quickly identify new communications requiring your attention.
Filters and Sorting
You can filter communications in several ways using the tabs at the top of the list:
Unread - displays only unread messages
Unanswered - displays messages that have not yet been answered
Assigned to you - displays messages from tickets assigned to the logged-in user
All - displays all messages in the system
For more detailed filtering, advanced filters are available by clicking the "More filters" button. The following filters are available:
Read/Unread - filtering by read status
Answered/Unanswered - filtering by answer status
Assigned agent - filtering by the user responsible for the ticket
Language - filtering by communication language
Received - filtering by message reception date
Type - filtering by ticket type
The message list can also be sorted by various criteria, such as reception time (ascending or descending) or ticket code.
Working with Messages
Message Status Icons
Various icons may appear in the message list, indicating message status:
Reply icon - indicates that the message has been replied to or marked as answered
Actions on Messages
Each message in the list offers the following options:
View detail - clicking on a message takes you to the detail of the corresponding ticket
Mark as answered - using the menu (three dots), you can mark a message as answered without needing to reply
Important Information. Marking a message as answered is useful in situations where a response was provided through another channel (e.g., phone call) or the issue was resolved differently.
Practical Tips
Regularly check the "Unread" or "Unanswered" filter to ensure a quick response to new customer messages.
Use the "Assigned to you" filter for efficient management of tickets assigned to your user account.
After resolving an issue via phone or another method, remember to mark the corresponding message as answered so it no longer appears in the "Unanswered" filter.
For a quick overview of new messages, check the Communication section several times a day.
Navigation and Controls
At the bottom of the message list, there is information about the total number of results and pagination, which allows you to navigate between different pages of the list if there are many messages.
Tip for efficiency. Use a combination of filters to quickly find specific messages – for example, you can filter unread messages in Czech that are assigned to a specific user and relate to warranty claims.