Inbox & Views

The inbox is your workspace for conversations and tickets. On the left is the conversation list, in the center is the thread, and on the right is the details panel. Views are named, filtered windows into that list — you define them once and return to them from the sidebar whenever you need them.

Inbox layout

When you open the Help Desk, you see three panels side by side:

Left panel — the conversation or ticket list for the active view
Center panel — the full message thread for the selected conversation or ticket
Right panel — the details panel with contact info, metadata, linked tickets, and custom fields

You can press Z at any time to hide both sidebars and focus entirely on the conversation thread. Press Z again to restore the full layout.

Conversation list items

Each row in the conversation list shows:

Channel icon — indicates whether the conversation came in via webchat, email, SMS, phone, Instagram, or Facebook
Contact name — the name of the customer
Title — the conversation subject or opening line
Last message preview — a short excerpt of the most recent message
Timestamp — how long ago the last message arrived
Priority icon — the assigned priority level
Resolution or snooze icon — the current resolution state, or a clock icon if the conversation is snoozed
Status color bar — a thin strip on the left edge of the row that reflects the conversation status: amber for New, rose for Open, sky for Pending

Unread conversations appear with a bold contact name and timestamp.

Ticket list items

Each row in the ticket list shows:

Name — the ticket subject
Last message or summary — the most recent message content, or the AI-generated summary if no messages have been exchanged
Timestamp — how long ago the ticket was last updated
Priority — the assigned priority level
Status or snooze icon — the current ticket status, or a clock icon if the ticket is snoozed
Unread indicator — a blue bar on the left edge of the row when the linked conversation has unread messages

Default views

The Help Desk ships with built-in views organized into three sidebar sections. These views cannot be deleted, but you can add your own views alongside them.

My Views

These views are scoped to you as the signed-in agent:

My Unresolved Conversations — conversations assigned to you that are unresolved or escalated, excluding snoozed items
@ Mentions — conversations where you have been @mentioned, filtered to unresolved and escalated, excluding snoozed items
My Unresolved Tickets — tickets assigned to you with a status of Open, Waiting on Agent, or Waiting on Contact, excluding snoozed items

Conversations

These views cover all agents in the workspace:

Escalated & Unresolved — conversations that have been escalated and are not yet resolved, excluding snoozed items
Contained — conversations that the AI handled without escalating to a human
All Conversations — every conversation in the workspace with no filters applied
Spam — conversations tagged with the Spam topic
Snoozed — conversations that have been snoozed and are waiting for their wake time

Tickets

Unassigned — tickets with no assignee set
All Tickets — every ticket in the workspace with no filters applied
Snoozed — tickets that have been snoozed and are waiting for their wake time

Creating a custom view

In the sidebar, click Add view (or the plus icon next to a section header).
Give the view a name.
Choose the model: Conversation or Ticket.
Select the section where the view will appear: My Views, Conversations, or Tickets.
Add one or more filters using the filter options described below.
Optionally set a sort order — for example, sort by SLA deadline ascending.
Optionally choose which columns appear in the list.
Choose whether the view is Public (shared with all agents) or Private (visible only to you).
Save the view. It appears in the sidebar immediately.

You can drag and drop views within the sidebar to reorder them.

Public vs private views

When you save a view, you choose its visibility:

Private — only you can see and use this view. It appears in your sidebar but not in other agents’ sidebars.
Public — all agents in the workspace can see and use this view. It appears in every agent’s sidebar under the section you chose.

You can change visibility at any time by editing the view.

Global search

Press Cmd+K (or Ctrl+K on Windows/Linux) to open global search, or click the search bar at the top of the inbox. Global search searches across your entire workspace — conversations, tickets, contacts, content, agents, users, and responses — and returns a ranked list with highlighted snippets showing where your query matched. You can also search within the current inbox view using the filter bar. Use global search when you know roughly what you are looking for but cannot remember which view it is in.

Next steps

Conversation Handling — reading threads, replying, and resolving conversations
Tickets — managing follow-up work linked to conversations
Shortcuts — keyboard shortcuts including zen mode and quick navigation