What do the numbers next to my Inbox mean?
Inbox counters are the numbers in each view of your Inbox. They count the number of messages that are open and exclude snoozed or closed messages. They include the total number of open messages, not simply unread messages.
You can think of “open” as “conversations that are not yet resolved”. If you are waiting on the client to reply and want to hide the conversation until they do, we recommend you use the snooze feature; that way your counter will go down (note you will have to refresh the screen to immediately see the counter decrease).
It's preferable that any conversation that is waiting on the client in order to move forward should be snoozed so you can stay as close to inbox zero as possible.