Documentation
MindSuite User Guide
MindSuite is a shared ticketing workspace for managing incoming requests, assigning ownership, tracking urgency, and reviewing team performance. This page explains the app in plain language so users can navigate it without guessing.
The short version
If you only remember one thing, start in Inbox. It is the main working area for most daily ticket handling.
- Use Inbox for live ticket work and conversation handling.
- Use Dashboard and Reports for visibility and analysis.
- Use Groups to narrow work by team or category.
- Use Settings when you need to configure the workspace rather than process tickets.
- Use Integrations to connect Zoom, Asana, and Property Meld before relying on those features in tickets or calls.
Start Here
New users do not need to learn the whole product at once. Follow this order first.
- 1
Open Inbox first
Inbox is the main working area for most users. It is the best starting point for new tickets and active conversations.
- 2
Review ownership
Use Assigned to me and Unassigned to see which tickets already have an owner and which still need action.
- 3
Check urgency early
Look at priority and SLA-related timing so urgent tickets are handled before they slip.
- 4
Use reporting views when needed
Go to Dashboard, Reports, or CSAT Trends when you need visibility, not when you are simply processing tickets.
Daily Workflow
This is a simple routine for keeping ticket work structured and visible.
Step 1
Triage incoming work
Start with Inbox or Unassigned and review what is new, urgent, or waiting for an owner.
Step 2
Assign the ticket
Give each active ticket a clear owner so responsibility is visible to the team.
Step 3
Confirm priority
Set High, Medium, or Low priority so the queue reflects urgency instead of guesswork.
Step 4
Respond and update progress
Work from the ticket conversation, keep the latest status clear, and make sure important updates are visible.
Step 5
Resolve and review
When work is complete, close the ticket correctly and use the dashboard or reports if you need a broader view of outcomes.
Workspace Areas
Use this section when you need to know which screen matches the task in front of you.
Inbox
Inbox is the core workspace for handling tickets, reviewing conversations, and moving work forward.
When to use it
Use Inbox for day-to-day ticket handling. If you are unsure where to begin, begin here.
- See incoming tickets in one place
- Work through Assigned to me, Unassigned, Sent, Drafts, and Trash
- Review ticket context before responding or reassigning work
Required setup for Gmail sync
Inbox can only sync email after the shared inbox has been connected to Google in Settings > Shared Inboxes.
Shared Inboxes screen preview
This mirrors the same UI used in Settings > Shared Inboxes. Users should look for the Connect action in this exact area of the product.
support@company.com
| Name | Updated At | Users | Status | Connection | Actions | |
|---|---|---|---|---|---|---|
Support Team | support@company.com | Apr 10, 2026 | 4 | Active | Not Connected |
What the user should look for
- Open the Shared Inboxes screen and find the correct inbox row or card.
- Use the Connect Gmail action on desktop, or Connect on mobile.
- After Google approval, the connection badge changes from Not Connected to Gmail Connected.
- 1
Open Shared Inboxes in Settings
Go to Settings > Shared Inboxes. This is where Gmail connection is managed.
- 2
Create or choose the inbox
Add the shared inbox first if it does not exist yet, or open the inbox you want to sync.
- 3
Click Connect
Use the Connect button for that inbox to start the Google authorization flow.
- 4
Finish Google authorization
Complete the Google sign-in and approval steps, then return to MindSuite.
- 5
Confirm the inbox is connected
Once the inbox shows as connected, MindSuite can start syncing email into Inbox.
Dashboard
Dashboard gives a high-level summary of ticket volume, team performance, and SLA-related activity.
When to use it
Use Dashboard when you need a quick operational snapshot instead of reviewing tickets one by one.
- Track first response and resolution time trends
- See due-soon work before it becomes overdue
- Review ticket status, agent activity, and group distribution
Reports
Reports provide focused breakdowns for mail conversion, tags, and users.
When to use it
Use Reports when you need more detail than the Dashboard provides or when you are analyzing a specific area.
- Open report types from the sidebar
- Compare activity across tags and users
- Use reports for deeper review instead of live ticket handling
Groups
Groups help organize tickets into team-based or workflow-based queues.
When to use it
Use Groups when you want to focus on tickets that belong to a specific team, function, or shared category.
- Separate work into clearer queues
- Open a specific group from the sidebar for a narrower view
- Use group views to make routing and accountability easier
CSAT Trends
CSAT Trends focuses on customer satisfaction over time.
When to use it
Use CSAT Trends when you need to understand how service quality feels from the customer perspective.
- Monitor customer satisfaction movement
- Review sentiment alongside operational metrics
- Look for patterns that need process or service changes
Settings
Settings contains administrative tools for configuring how the workspace operates.
When to use it
Use Settings for setup and management tasks such as shared inboxes, integrations, tags, templates, and SLA policies.
- Manage shared inboxes and integrations
- Review email templates, tags, and user-related settings
- Keep SLA configuration aligned with the team workflow
Integrations
Zoom, Asana, and Property Meld each have a setup step in Settings before users can rely on them in the rest of the workspace.
Important note
The Integrations page is under Settings > Integrations. Based on the current app rules, this page is intended for admins.
Zoom
Zoom lets the team review call history inside MindSuite, including call details, summaries, transcripts, and notes.
Connect In
Settings > Integrations (admin access expected).
Setup
- 1Open Settings > Integrations.
- 2Choose Zoom and click Connect.
- 3Complete the Zoom authorization flow and return to MindSuite.
- 4Confirm the integration shows as connected before expecting call history to appear.
How users work with it
- Open Zoom from the sidebar to view call history.
- Select a call to review call details, AI summary, transcript, call paths, and notes.
- Use the Zoom call details panel when you need ticket context tied to a call.
- If needed, create or link an Asana task directly from the Zoom call details screen.
Asana
Asana allows users to create a new task from a ticket or Zoom call, or link an existing task back to the record.
Connect In
Settings > Integrations (admin access expected).
Setup
- 1Open Settings > Integrations.
- 2Choose Asana and click Connect.
- 3Complete the Asana authorization flow and return to MindSuite.
- 4Wait until the integration shows as connected before creating or linking tasks.
How users work with it
- Open a ticket and use the Asana section in ticket details.
- Click Open to create a new task or link an existing Asana task by URL or ID.
- When creating a task, choose the workspace and project first, then add optional section, assignee, and due date.
- You can also use the same create or link flow from Zoom call details.
Property Meld
Property Meld lets teams create a maintenance request from a ticket or link an existing meld to that ticket.
Connect In
Settings > Integrations (admin access expected).
Setup
- 1Open Settings > Integrations.
- 2Choose Property Meld and enter Tenant ID, Client ID, and Client Secret.
- 3Save the connection and confirm Property Meld is connected.
- 4Once connected, ticket details can create or link Property Meld requests.
How users work with it
- Open a ticket and use the Property Meld section in ticket details.
- Click Open to create a new meld or link an existing one by URL or numeric ID.
- When creating a meld, select the property, choose unit or entire property scope, then fill in summary and required work details.
- After linking, the ticket can show the meld link and synced details such as status, reference ID, priority, and unit address.
Common Terms
These are the labels that matter most when you are navigating the workspace.
- Assigned to me
- A filtered view of tickets that currently belong to you.
- Unassigned
- Tickets that still need an owner and should usually be checked early.
- Priority
- An urgency marker that helps the team decide what should be handled first.
- SLA
- The expected response or resolution timeframe used to track service commitments.
- Shared Inbox
- A team mailbox connected to MindSuite so incoming messages can be managed as tickets.
- Group
- A team-based or category-based queue used to organize related tickets.
FAQ
Where should I start each day?
Start with Inbox, then check Assigned to me and Unassigned. That usually gives the clearest picture of what needs action first.
When should I use Dashboard instead of Reports?
Use Dashboard for a fast summary. Use Reports when you need a more focused breakdown by mail conversion, tags, or users.
What if I only want tickets for my team?
Open the relevant Group from the sidebar. Groups are the clearest way to narrow work by team or category.
Who should use Settings?
Settings is mainly for setup and administration. It is useful for managers or anyone responsible for inbox, SLA, template, or integration configuration.