Troubleshooting the Inbox

Something in your Inbox not behaving the way you expect? Here are answers to the most common questions.

An item disappeared from my Inbox

Symptom: A request or appointment was in the queue earlier, and now it's gone.

Why it happens: Items leave the Inbox when their issue is no longer open — and because the queue is shared across your whole team, that can happen without you touching anything:

The issue cleared itself. Someone gathered the missing info, approved the request, or put a time on the appointment — the item leaves automatically once the underlying need is fixed.
A teammate resolved it. Anyone on your team can dismiss an item with Resolve.

How to find it: The record itself still exists. Look the request up in Requests (use search, and toggle Show archived if it was booked — requests archive automatically when their appointment gets scheduled) or find the appointment in Appointments.

The badge count doesn't match what I see in the list

Symptom: The sidebar badge says one number, but the list shows a different number of rows.

What to check:

A reason filter is active. The badge counts all open issues, but if you've clicked a chip like Needs approval, the list only shows that reason. Click All Issues to see everything.
A search is active. Text in the search box filters the list without changing the badge. Clear it to compare.
Read isn't the same as done. The badge counts open issues, not unread ones. Opening an item removes its unread dot for you, but it stays in the queue (and in the count) until the issue actually clears or someone resolves it.

I resolved something by mistake

Symptom: You clicked Resolve on an item that still needed work.

What to know: Nothing was deleted. Resolving only removes the Inbox entry — the confirmation dialog says it plainly: "The underlying request or appointment isn't deleted and stays accessible elsewhere."

How to fix it:

Open Requests (or Appointments, if the item was an appointment) and search for the customer.
Open the record and keep working it from there — gather details, schedule, or share a booking link exactly as you would have from the Inbox.

Why is a canceled appointment back in my Inbox?

Symptom: An appointment you thought was handled shows up in the Inbox with a Customer canceled chip.

Why it happens: That chip means the customer canceled the appointment themselves through their booking link. Driive puts the appointment back in front of your team on purpose — a cancellation is often a reschedule waiting to happen, not a lost job.

What to do: Open the item, check the details, and follow up. If the customer wants a new time, get them rebooked; if the job is truly off, Resolve the item to dismiss it. Canceled appointments can be reopened for scheduling — see Rescheduling an Appointment.

I don't see the New Request button

Symptom: You're in the Inbox but can't find New Request.

What to check:

You have an item open on a small screen. On narrower screens the detail view takes over the whole screen — use the back button to return to the list, where the header (and the button) lives.
The window is narrow. On compact widths the button shrinks to just a + icon in the header. Click it — it's the same action.
You can also create from Requests. The same New Request button lives on the Requests page.

A filter chip I used earlier is gone

Symptom: Yesterday there was a Call dropped chip in the filter rail; today it's missing.

Why it happens: That's the Inbox working as intended. The rail only shows chips for reasons that currently have open issues — when the last dropped-call item is handled, its chip disappears until a new one arrives. Only All Issues is always there.

An item shows as unread for my teammate but not for me

Symptom: You opened an item, but a teammate says it still shows a dot on their screen.

Why it happens: Read state is per person. Opening an item marks it read for you only — everyone else keeps their own unread indicators until they open it themselves. This is intentional: it lets each person see at a glance what they haven't reviewed yet, even in a shared queue.

Still stuck?

If none of these solve it, reach out to our support team with:

The customer's name or the request details
What you expected to see vs. what you're seeing
Screenshots if available

We'll help you sort it out.

Inbox Overview — How the queue, filters, and counts work.
Issues and Reasons Explained — Every reason chip and how it clears.
Triaging Your Inbox — The day-to-day workflow, including when to Resolve.