Getting started

Your inbox: filters, views, and search

Updated

The Inbox is where most of your day happens. Get fluent with the filters and you'll spend less time scrolling and more time replying.

Active, Done and All

The inbox shows tickets across all the help desks you're a member of, newest activity first. The three tabs at the top choose which tickets:

  • Active (the default): everything that isn't closed.
  • Done: closed tickets.
  • All: everything, open and closed.

Clicking a tab clears any Status pills you've picked, so the tab always does what it says.

Your desks in the sidebar

Under Inbox in the sidebar, each help desk is listed with the number of its tickets that need a reply (new tickets plus customer replies). Click a desk to open the inbox filtered to it. Hover over a count to see the full split: how many need a reply, how many are waiting on the customer and how many are on hold. With many desks, only the busy ones are listed; click more desks… to see the rest.

The count next to Inbox itself is the total that needs a reply across all your desks.

Filters

The filter rows above the list narrow what you see:

  • Desk: click one or more desks to focus on them. Click a desk again, or the × next to Desk, to drop it.
  • Unassigned and teammates: show unassigned tickets, or one person's tickets (click their avatar; +3 shows the rest of the team).
  • Tags: pick a tag from the list (you can search it).
  • Status: Open, Customer responded, Pending, On Hold, Closed. Each shows how many tickets it has; the counts follow your desk filter.
  • Priority: Urgent, High, Normal, Low.
  • Type: Question, Incident, Problem, Task.

Filters stack: each one you add narrows the list further. Chips under the search box show the extra filters you've added. Click × on a chip to drop it, or Clear all to start again.

The dashboard's SLA breached now tile opens the inbox filtered to tickets that have missed a target, shown as an SLA breached chip.

On a phone, the filters move into a Filters panel, and a Mine button shows just your tickets.

Picking several statuses at once

The Status pills work together. Click Open, then Customer responded, then Pending, and the list shows tickets in any of those three statuses. Click a pill again to take it out, or the × next to Status to clear them all.

The tab highlight follows your choice: only unresolved statuses highlights Active, only Closed highlights Done, and a mix of both highlights All. See Seeing only open, customer-responded and pending tickets.

Your status choice is kept in the page's web address, so you can bookmark it or send the link to a teammate, and Save view keeps it too.

The Closed view

Closed (or Done) always includes your most recently closed tickets. With the default Latest activity sort, a ticket you've just closed appears at the top.

Sort and columns

The sort menu, at the end of the Type row, offers Latest activity (the default), Oldest activity, Newest ticket, Oldest ticket, Priority and Subject A-Z. The pin next to it makes your choice your default on every device. You can also click a column heading (Subject, Status, Priority, Contact, Assignee, Activity) to sort by it; click again to reverse.

The icon at the right end of the column headings chooses which columns to show: ID, Status, Priority, Contact, Company, Help desk, Assignee, Tags, SLA and Activity. Reset to defaults puts them back.

Long lists: Load more

With the Latest activity or Oldest activity sort, and no search text or tag filter, the inbox loads tickets 50 at a time. Scroll to the bottom and click Load more tickets for the next batch. Pressing J on the last ticket loads more too. While more are available, counts such as Export CSV (50+) show a +.

Other sorts, a search, or a tag filter work on up to 500 matching tickets at once. If your filters match more than that, an amber banner says "Showing the first N matching tickets. Refine filters to narrow the result set." Narrow the filters (one desk, one status, or the contact) and try again. For most workspaces this never comes up.

Saved views

Build the same filters often? Click Save view at the top right, give it a name, and choose Personal (only you) or Shared (the whole team). Only managers can save shared views.

A view remembers the desks, statuses (one or several), priority, type, assignee, tag, SLA filter and sort. It doesn't remember search text or the Active/Done/All tab.

Saved views appear under Saved views in the sidebar, just below the Work section. Click one to load it.

Make a view your default inbox

If you mostly work one desk, or only your own tickets, you can have Inbox open your view instead of everything:

  1. Open the view (for example My open tickets: your desk, assigned to you, Open and Customer responded).
  2. In the bar at the top, click Make my default.

From then on, clicking Inbox (in the sidebar, the collapsed sidebar or the phone's bottom bar) opens your view. It's marked with a star in Saved views. To go back, open the view and click Your default again. It's your own setting; teammates aren't affected.

You'll always know a view is on

Whenever a view is open, a bar at the top of the inbox says so:

  • Viewing: name, with what it filters on, for example Customer Support · assigned to me · Open, Customer responded.
  • Show everything: one click back to the full inbox.
  • If there are unassigned tickets that need a reply on your desks that the view doesn't show, the bar says how many, for example "4 unassigned need a reply outside this view". Click it to see them. These are the tickets that slip through when everyone only looks at their own, so pick them up or assign them.

The Inbox count in the sidebar always counts everything that needs a reply across your desks, not just your view, so a big difference between the two is another sign there's work outside your view.

Searching the inbox

The search box above the list narrows the current list. It matches:

  • Ticket number, including partial ones: 105 matches HD-1050, HD-1051 and so on.
  • Subject line.
  • Contact name and email address.
  • Company name.

It doesn't search the text of the conversation. To find a ticket by something said in a message, use the command palette (Ctrl/Cmd + K), which searches message text as well as subjects.

Search combines with your filters, so if a ticket you expect doesn't appear, check the Active/Done/All tabs, the Status pills and the desk filter first. The list updates a moment after you stop typing; press Enter if you'd rather not wait. Clear the box with the ✕ or Escape.

Click a contact or company to filter by it

In the list, the contact and company are clickable. Clicking one searches the inbox for that person or organisation and switches to All, so you see their complete history. It's the fastest way to answer "what else has this customer sent us?" A contact's or company's own page also has a Tickets tab with the same filters and sorts (see Contacts and companies).

Searching everywhere else

The inbox search only covers the inbox. To jump to a ticket, customer, project or page from anywhere, press / or Ctrl/Cmd + K to open the command palette. See Global search: the command palette (Ctrl+K).

Acting on many tickets at once

Tick the boxes at the start of each row (the box in the heading selects every ticket shown). A bar appears where you can:

  • Mark open, Mark pending, put On hold, or Close them,
  • Set priority,
  • Bulk assign them to a teammate, or unassign them,
  • Add tags.

Clear unticks everything. Bulk actions follow the same permissions as changing one ticket, and SLA targets update when you change priority.

Export CSV

Export CSV at the top right downloads the tickets you're looking at, with your current filters and search, as a spreadsheet. The number shows how many tickets are loaded; if more are available (50+), the export fetches the rest of the view, up to 500 tickets.

The "New" tab in Workload

The New tab in Workload shows tickets nobody on your team has opened yet, plus anything created in the last 24 hours. It's a good first stop in the morning. See The Workload page: new tickets, who's busy, and unassigned work.

When the list feels off

  • If a ticket you expect is missing, check the Active/Done/All tabs, the Status pills, the desk filter, whether there's still text in the search box, whether a saved view is open (the bar at the top says so; Show everything clears it), and whether there's a Load more tickets button at the bottom. See also I can't find a ticket.
  • The counts are updated with every ticket change, so a wrong number is unusual. It can lag for a moment during a large bulk action.