Inbox basics
The inbox is where every customer conversation lands, whatever channel it came from. Open Help Desk in the sidebar and you are in it. Each conversation is a ticket, so the inbox shows tickets.
The workspace
Views run down the left, under Inbox. The + next to Inbox starts a New ticket. In the Split view, the ticket list carries its own controls. At the top are the view name, a count, sort and display options, Filters, and search. At the bottom are the layout switcher, refresh, (for admins) the Ticket settings gear, and your availability. In the Table and Board views, these controls sit in one toolbar above the tickets, along with a New ticket button. The main area shows the active layout.
Three layouts:
Split view. A ticket list on the left, the open conversation on the right, with a customer panel you can show or hide. This is the default.
Table view. One row per ticket, sortable columns, and a metrics strip across the top.
Board view. One column per status, or per category. Drag a card to change its status. Moving a card into Solved asks what fixed it; moving it into a waiting status asks what the team should know.
In every layout you can select several tickets and act on them at once: assign, set status or priority, add tags, snooze, set or clear the team, or Mark spam & close.
The layout is remembered in the page address, so a link you share opens the same layout.
Views
The sidebar starts with Mine, All open, and Unassigned. Below them:
AI Agents. AI-handled (tickets the AI resolved, plus auto-created tickets no person has touched), then one lane per AI agent.
Teams and Teammates. One lane per routing team and per teammate.
Views. Your saved views.
More. Breaching (tickets past a first-response or resolution target), Solved, Closed, and Spam (suspected and confirmed spam; mark a ticket Not spam to put it back).
Click Filters to narrow any view by channel, source, tags, team, assignee, priority, snoozed, or "Breaching SLA only". To keep a combination, click + next to Views (or Save current as view), name it, and save. A saved view can store the filters and sort, the layout, and the details panel arrangement. You can pin it or make it the view that opens first for you. Admins can also share a view with the whole organization.
Sort options in the list: Newest activity, Recently created, SLA urgency, Priority, Oldest first.
Availability and presence
Your availability pill shows your open tickets against your capacity. In the Split view it sits at the bottom of the ticket list; in the Table and Board views it is in the toolbar. Available means new tickets can be auto-assigned to you. Away means they will not be. When you go away with open tickets, you can Return to queue (hand them back for reassignment) or Keep them assigned to me.
Live chat has its own Available and Away switch, in the account menu at the bottom of the sidebar. By default that status only changes when you set it. To mark yourself Available for live chat whenever you open the app, go to Settings → My Account, find Help Desk availability, and choose Automatic.
Replying and internal notes
The composer has two tabs: Reply and Note. Only your team sees internal notes; they never reach the customer. Press ⌘/Ctrl+Enter to send. A reply waits a few seconds before it goes, with Undo if you change your mind.
The arrow next to Send (More ways to send) lets you reply and set a status in one step, for example reply and mark solved.
You can attach files (drag and drop or paste), use formatting, and insert a saved reply by typing / in an empty reply. See Saved replies and macros.
If the reply check finds a problem, the warnings show under the composer and you can send anyway.
On chat widget tickets, a customer who has left the page can still get your reply by email when Email replies to offline visitors is on (Settings → Help Desk → Channels). If an admin also picked a reply inbox (Ticket Settings → Notifications → Reply Inbox), the customer can answer that email and the answer lands on the same ticket. The conversation stays a chat: your next reply goes out the same way, not from an email inbox.
Draft with AI
Open a ticket that has a customer conversation, click the AI assist (sparkle) button in the composer, and choose Draft with AI.
The assistant reads the conversation, searches your organization's knowledge, and writes a draft. The draft lands in the reply box.
Review it, edit freely, then send. Nothing goes out until you send. To change its tone, use Change tone in the same menu (see below).
If your sources do not cover the question, you get a message saying there is no grounded draft to offer. Write the reply yourself or add source material that covers the topic.
Once you have text in the composer, the same menu can rewrite it (or just the part you selected): Improve writing, Tighten, Expand, Fix spelling & grammar, or change the tone to Friendly, Professional, Direct, or Simpler.
Taking over from the AI and handing back
A ticket shows who is handling it: the AI agent, or a person. To take over, assign the ticket to yourself (press a) or to a teammate. Assigning a ticket to a person pauses the AI for that conversation, so it stops answering while you work.
To hand it back, open the assignee picker and choose your AI agent (marked AI). The ticket becomes unassigned and the AI resumes.
Keyboard shortcuts
In the Split view, these keys work when you are not typing in a field. Press ⌘K for the command palette, which lists each ticket action with its key.
Key | Action |
|---|---|
j / k | Next / previous ticket |
Enter | Open the full ticket |
r | Reply |
n | Internal note |
a | Assign to me |
s | Solve |
z | Snooze until tomorrow 9:00 |
/ | Saved replies (in an empty reply) |
;;code + space | Expand a snippet inline |
⌘K | Command palette |
? | This cheat sheet |
On the board, Space picks up a card on its move handle, the arrow keys move it, and Space drops it. In the Split view, ? opens the cheat sheet. In the Table and Board views, ? opens the Help and support menu, as it does elsewhere in the app.