The Inbox is your personal queue in ServiceAI: the issues assigned to you plus the comments where teammates have @mentioned you. This article explains where the Inbox lives, how mentions work, and — most importantly — how the inbox counter is calculated and why reading an item doesn't always clear it.
Opening the Inbox
Click the Inbox icon in the top header bar. A red badge on the icon shows your current inbox count. The Inbox opens as a slide-out panel with two sections:
- Assigned to you — open issues currently assigned to you.
- Mentions — comments where someone @mentioned you that you haven't read yet.
When both sections are empty, the panel shows "You're all caught up."
Mentioning a teammate
- Open any issue and go to the comment composer at the bottom of the conversation. Its placeholder reads "Leave a comment… (@ to mention someone)".
- Type
@followed by the start of a teammate's name. A picker appears listing matching teammates — any active user in your tenant can be mentioned. - Select a name, finish your comment, and click Comment.
Each mentioned teammate gets an in-app notification ("…mentioned you in an issue") and an entry in the Mentions section of their Inbox. The Inbox entry is durable — it waits for them even if they were offline when you posted. Mentioning yourself does not create a notification.
A mention row shows who mentioned you, the issue title, a short snippet of the comment, and when it happened.
Clearing mentions
A mention disappears from your Inbox (and the counter) as soon as it is read. Either:
- Click the mention row — it's marked read and the issue opens; or
- Click the X (Dismiss mention) on the row to mark it read without opening the issue.
How the counter works — and why it may not go to zero
The badge on the Inbox icon is the sum of two numbers:
Inbox count = open issues assigned to you + unread mentions
The two halves behave differently:
- Mentions work like notifications. Reading or dismissing one removes it from the count immediately.
- Assigned issues work like a work queue, not notifications. They have no read state and no dismiss button. Opening and reading an assigned issue does not remove it from your Inbox or lower the counter.
An assigned issue leaves your Inbox only when one of these happens:
- Its status reaches a terminal state — Applied (Implemented), Rejected, or Will Not Implement; or
- The issue is reassigned to someone else.
This is intentional: an open issue assigned to you still needs action, so it stays in view until it's resolved or handed off. If your counter won't go down, check the "Assigned to you" section — those items clear by working the issue to completion (see Working Issues in ServiceAI: Review, Approve, Apply, and Reject), not by reading it.
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