About 6 months ago, I received a majority of inquiries as new tickets, today they're all coming into the conversations box. What changed and how do I go back to what it was? The tickets were more helpful for our team.

If you have a group inbox setup with your conversation inbox. You are able to set it up so that everything that hits the inbox automatically creates tickets. From the Conversation Inbox, at the bottom right-hand corner click "Inbox Settings" Then "Email" From the next page hover over the inbox you wish to change and click edit. Next, on the left-hand side of the page click Automation. And at the bottom you should see "Automatically create tickets" With a on/off slider. Turn that on, and any email that comes in will automatically create a ticket.