The Inbox

What the Inbox Is

The Inbox is where Helpdesk opens, first in its menu. It lists your team's tickets like an email client, with the ticket that has the newest activity at the top, so the tickets that need you are always in view and closed tickets never crowd them (action helpdesk.tickets.inbox). Tickets are listed here rather than in the menu. They are still found by search, can be imported and exported, and their module is changed on Helpdesk's Settings page like any other (Modules and Fields).

Tabs and Counts

Choose a tab above the list. Each shows how many tickets it holds for the filters you have chosen.

• Open (where the Inbox starts): every ticket still to do. That is a ticket with the status Open, no status, or any status your company added other than Waiting on Customer and Closed.
• Waiting on Customer: tickets waiting for the client to answer.
• Closed: tickets that are done.
• Spam: tickets marked as spam (The Spam List). Only owners and admins see this tab, because only they see spam.
• All: every ticket except spam, so Open, Waiting on Customer, and Closed add up to All.

The counts and the rows show only tickets you may see. Tickets from an admin-only address, and spam, are counted and listed only for owners and admins, and a role that shows someone only their own records counts and lists only theirs (Roles and Access).

Filters and Search

• My Tickets, Unassigned, or Everyone: tickets assigned to you, tickets assigned to nobody, or every ticket.
• Mailbox: one of your support addresses, or every mailbox. The list has each address whose tickets you may see, so admin-only addresses show only for owners and admins. It shows once there is more than one address.
• Search: finds tickets by subject, number, requester name or email, or company name.

The Inbox remembers your tab, filters, and search in this browser, and opens on them next time.

Each Row

Each row shows the ticket number and subject, the requester, their company, and the mailbox it came in on, then when someone last wrote and whether it was the client or your team, and who it is assigned to ("Assigned to you" when it is yours). Markers show what needs attention:

• New: the client wrote and nobody on your team has replied yet. The row is in bold with a dot.
• Needs Reply: the client wrote back after your team's last reply. The row is in bold with a dot.
• Waiting on Customer: your team replied and is waiting for the client.

Spam and admin-only tickets carry a Spam or Admins only label. Helpdesk does not track which tickets each person has read, so New and Needs Reply are about the conversation, not about who opened it.

Paging

The Inbox shows 25 tickets at a time, with how many there are in all. Select Show More for the next 25. It never loads every ticket at once, however many you have.

Opening a Ticket

Select a row to open the ticket in place (Tickets and Replies). Inbox at the top of the ticket goes back to the same tab, filters, and place in the list. The list updates on its own when tickets change.

For AI Agents

An AI agent you connect can read the Inbox as the person who connected it, with the same tabs, filters, search, paging, and the same limits on what it may see (action helpdesk.tickets.inbox). It only reads; it changes nothing.