Introduction
The Combined Inbox makes it easier to manage claims that involve both consumers and suppliers, all from a single view. Instead of switching between two separate tickets, Claimlane combines them into one unified thread, giving you a complete overview of the issue and a single overall status.
In the example above:
Backpack → A new claim raised by a consumer that hasn’t been forwarded to a supplier yet.
Rebel Shoe and Test → Claims already forwarded to suppliers, which means both the consumer and supplier tickets are connected in one combined view.
Why Use the Combined Inbox?
The Combined Inbox is ideal for retailers who want to:
Work with one overall status per issue instead of managing separate statuses for consumer and supplier sides.
Avoid switching between tickets and see all communication in one place.
We recommend using this view if your workflow consistently handles a single claim status across both parties. However, keep in mind that when using the combined flow, both the supplier and consumer tickets share the same status — updating one will automatically reflect in the other.
How It Works on the Ticket Itself
Functionally, the individual tickets behave the same as in the split inbox. The key difference is the simplified navigation — you can easily toggle between the consumer and supplier views from the top navigation bar.
You can also quickly share information between the two. For example, if a customer sends additional photos of a product fault, you can forward that message directly to the supplier chat. Simply hover your mouse over the message and select the forward option.
In Summary
The Combined Inbox view gives you a cleaner, more efficient way to manage claims that involve both consumers and suppliers. By merging tickets into one view, you reduce manual navigation, keep statuses consistent, and maintain better context throughout your communication, all without leaving your Claimlane workspace.