Find your way around the inbox
The four parts of the Hushdesk inbox, views, ticket list, the open ticket and customer details, and how they fold away on smaller screens.
Last updated 2 min read
The inbox is where your team spends most of its day. It shows every email and chat ticket, lets you answer them, and keeps the customer's details and orders beside the conversation.
Before you start
- Who can do this: everyone in the workspace. Viewers can read but not change tickets.
- Plan: all plans.
- What you need: a connected channel, such as email or live chat, so tickets arrive.
Step by step
- Open Inbox from the area switcher.
- On the left, the views rail lists Default views and Shared views. Press one to filter the list.
- In the middle, the ticket list shows tickets in that view. Each row has the customer, subject, a preview and the time. A red Urgent pill marks Critical tickets and a High pill marks High ones.
- Press a ticket to open it. The thread shows the conversation, with the reply box at the bottom.
- On the right, customer details show the customer, Order on this ticket, Other orders and Ticket details.
What happens next
Default views
| View | Shows |
|---|---|
| Assigned to me | Open and waiting tickets assigned to you |
| Unassigned | Open and waiting tickets with no assignee |
| All open | Every open and waiting ticket |
| Waiting on customer | Tickets you have answered |
| Snoozed | Tickets hidden until later |
| Closed | Finished tickets |
| Trash | Deleted tickets, restorable |
| Spam | Junk |
The first three are always at the top. The rest sit under More. Admins can hide default views for everyone. See Use views to organise tickets.
On smaller screens
Below 1280 pixels, the views and customer details become drawers. Below 768 pixels, you see either the list or one ticket. See Use Hushdesk on your phone or tablet.
Tips
- Press ? in the inbox to see every keyboard shortcut. See Keyboard shortcuts.
- Press N or New ticket to email a customer first.
- Collapse the views rail when you work one view all day.
- The theme toggle and your account menu are at the bottom of the views rail.
Troubleshooting
"Nothing in this view right now."
The view is empty. Pick another view, or All open.
"All caught up"
There is nothing left in the view. Well done.
"Viewers can look but not change tickets. Ask an admin for agent access."
Viewers can read tickets but not reply or change them.
Frequently asked questions
What is a ticket in Hushdesk?
A ticket is one conversation with one customer, by email or live chat, with everything about it in one place. It has a status, such as open or waiting on the customer, an assignee, tags, fields and a timeline of messages, internal notes and events. Replies from the customer join the same ticket.
What do the ticket statuses mean?
Open means it needs your team. Waiting on customer means you replied and are waiting for them. Snoozed means it is hidden until a time you chose or the customer writes. Closed means it is done. Spam is junk. Trash is separate and can be restored at any time.
Why does a ticket I replied to move to another view?
Views show tickets by status and owner, so replying or closing can move a ticket. For example a closed ticket leaves All open and appears in Closed. A customer reply reopens the ticket and brings it back to the open views, so nothing waiting for your team is hidden.
Can I hide the views or customer panel to get more room?
Yes. On wide screens, use Collapse the views sidebar at the top of the views and Hide customer details in the customer panel. Show them again from the ticket header. On smaller screens both are drawers that you open only when you need them.
How do I see tickets live as they arrive?
Keep the inbox open. It refreshes by itself when a new email or chat arrives, when a customer replies and when a teammate changes a ticket. Live chat tickets also show when the visitor is typing, so you know a message is on its way.
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Related articles
- 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.
- 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.
- 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.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.