On-platform Matter Creation

Checkbox allows for matter creation directly on the platform using the + New Matter button. This method supports scenarios where requests are made off-platform, such as confidential requests or conversations needing conversion into a matter.


  • Only ticketing agents can create matters on the platform.

Steps to Create Matters On-Platform

  • Locate the Button

    • In the Board View, find the + New Matter button located in the top right-hand corner.
  • Create the Matter

    • Click the + New Matter button.
    • Enter the required information to create the matter.
  • Manage the Matter

    • Once the matter is created, you can initiate an email thread from within the matter's UI view.

By using the + New Matter button, you can efficiently handle off-platform requests and ensure they are documented and tracked within Checkbox.