Inbox
Views, search, bulk actions, the reply box, macros, ticket actions, the customer sidebar and keyboard shortcuts.
- Find your way around the inboxThe four parts of the Hushdesk inbox, views, ticket list, the open ticket and customer details, and how they fold away on smaller screens.
- Use views to organise ticketsCreate shared views with filters for status, channel, tags, team and priority, group them into sections and choose which default views everyone sees.
- Search, filter and sort ticketsFind any ticket by customer, email, order number or words in the message, filter the list by channel or team, and sort by newest, oldest or priority.
- Update many tickets at onceSelect tickets in the list and assign, tag, close, snooze, mark read or unread, set priority, move to a team, mark as spam or move them to Trash in one go.
- Reply to a customer or add an internal noteUse the reply box to answer by email or chat, switch to an internal note your team only sees, format text, and send with Send or Send and close.
- Undo a reply you just sentEvery reply and note waits a few seconds before it is sent, so you can press Undo to stop it, fix a typo and send again. Here is how undo send works.
- Use macros in the reply boxPick a saved reply from the macro panel, see suggested macros for this ticket, preview its actions and let variables fill in names and order details.
- Close, reopen and set a ticket's outcomeClose a ticket when it is done, fill in required fields such as the outcome in the Before you close dialog, and reopen it if the customer needs more.
- Snooze a ticket until laterHide a ticket for an hour, a day or a week while you wait on a supplier or courier. It comes back on its own, or as soon as the customer writes.
- Assign a ticket and set its team and priorityGive a ticket to a teammate, take it yourself, set a team and priority, move it to a queue and tag it, all from the ticket header and sidebar.
- Tag a ticketAdd and remove tags on a ticket from the sidebar, create a new tag on the fly, and use tags to build views, rules and reports.
- Merge and unmerge ticketsCombine two tickets from the same customer into one conversation, and undo it with Unmerge if you merged the wrong one. Messages and history move across.
- Mark tickets as spam or move them to TrashKeep junk out of your views with Mark as spam, delete tickets to Trash and restore them exactly as they were. Nothing in Trash is lost.
- See ticket history, rename, print or mark unreadShow every event on a ticket, such as assignments, tags and rules, rename an unclear subject, print the conversation and mark a ticket as unread.
- Start a new ticket and email a customer firstWrite to a customer before they write to you. New ticket emails them from Hushdesk, and their replies land in the same ticket, assigned to you.
- Use the customer and ticket details sidebarThe sidebar beside every ticket shows the customer, their note and phone, orders, tags, queue and ticket fields. Here is what each part does.
- Keyboard shortcuts in HushdeskEvery keyboard shortcut for the inbox and the rest of Hushdesk, including Ctrl+J for Draft with AI and Ctrl+G for Ask AI, and how to open the list.
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