Email gets its own inbox. Conversations from inbound email and Outlook now live in Tickets, right beside Chat.
Chat and email don't move at the same pace. A chat wants an answer now. An email can wait an hour and still needs a proper reply. Putting them in one list made both harder to work through.
Conversations that start in email, through inbound email or Microsoft 365, now arrive as tickets in their own inbox. Conversations and Tickets sit as tabs at the top of the list. An empty ticket inbox says so plainly: Inbox zero, go grab a coffee.
Sidebar counts follow the tab. All, Your tickets, Mentions and Unassigned count only what's in the module you're looking at, so an unread chat never inflates your ticket numbers.
A ticket reads like an email. Each thread shows the subject and sender, and your reply goes out from the connected mailbox. Notifications say when something is a ticket, and the iOS app has its own Chats and Tickets tabs.