How to manage tickets

View, assign, reply, snooze, and mark spam. Spam tickets do not count toward usage.

Ticket list view

When you log in, you’ll always start on the Tickets tab. Here you’ll find all messages organized in a clean inbox view, and each ticket shows: Priority, Status, Subject, Assignee, Date.

Open-work views list Urgent tickets first. See Set ticket priority.

You can quickly filter with default saved views (custom preset filters):

My queue: Tickets assigned to you that need a response.
Unassigned: Tickets that don’t have an owner yet and need a response.
Needs response: Tickets waiting on your team.
Waiting on customer: Tickets waiting for the customer’s reply—send a follow-up if needed.
Closed: Tickets that have been resolved or otherwise closed.
Snoozed: Tickets parked until a follow-up time. See Snooze a ticket.
Spam: Tickets marked as spam.

You can rename, edit, reorder, and save your own views—personal or shared with the team. See Custom preset filters.

Ticket detail view

Click any ticket to open its full conversation. Here’s what you can do inside a ticket:

Read and reply – Click in the Type your message here text area to write and send your reply.

Use AI suggestions to save time: click the Draft button to let initdesk draft a reply automatically based on your tone and knowledge base.

Add internal notes – Collaborate privately with your teammates. Internal notes are not visible to customers.
Set priority – Mark how urgent the ticket is (No priority, Low, Medium, High, or Urgent). Customers never see this. See Set ticket priority.
Change status – Update the ticket’s status using the Next action dropdown menu. The selected status will be applied when you send your reply.
Assign or reassign – Choose who’s responsible for following up on the ticket.
Snooze – Park the ticket until a date and time without closing it. While snoozed, it leaves open-work queues and appears under Snoozed. See Snooze a ticket.
Mark as spam – If a ticket is spam, click the exclamation icon or press ! (Shift + 1). To remove a contact from spam, go to Settings → Contacts.

Spam tickets do not count toward usage. Mark them before usage is frozen (1 day before renewal). Closing as invalid still counts toward usage — it is a close reason, not a billing exemption. Tickets from the last 5 days wait for the next invoice. See How ticket usage is billed.

Keyboard shortcuts

See keyboard shortcuts for all available shortcuts across the app.

How to manage tickets

View, assign, reply, snooze, and mark spam. Spam tickets do not count toward usage.

How to manage tickets

View, assign, reply, snooze, and mark spam. Spam tickets do not count toward usage.

Ticket list view

Open-work views list Urgent tickets first. See Set ticket priority.

You can quickly filter with default saved views (custom preset filters):

My queue: Tickets assigned to you that need a response.
Unassigned: Tickets that don’t have an owner yet and need a response.
Needs response: Tickets waiting on your team.
Waiting on customer: Tickets waiting for the customer’s reply—send a follow-up if needed.
Closed: Tickets that have been resolved or otherwise closed.
Snoozed: Tickets parked until a follow-up time. See Snooze a ticket.
Spam: Tickets marked as spam.

You can rename, edit, reorder, and save your own views—personal or shared with the team. See Custom preset filters.

Ticket detail view

Click any ticket to open its full conversation. Here’s what you can do inside a ticket:

Read and reply – Click in the Type your message here text area to write and send your reply.

Use AI suggestions to save time: click the Draft button to let initdesk draft a reply automatically based on your tone and knowledge base.

Add internal notes – Collaborate privately with your teammates. Internal notes are not visible to customers.
Set priority – Mark how urgent the ticket is (No priority, Low, Medium, High, or Urgent). Customers never see this. See Set ticket priority.
Change status – Update the ticket’s status using the Next action dropdown menu. The selected status will be applied when you send your reply.
Assign or reassign – Choose who’s responsible for following up on the ticket.
Snooze – Park the ticket until a date and time without closing it. While snoozed, it leaves open-work queues and appears under Snoozed. See Snooze a ticket.
Mark as spam – If a ticket is spam, click the exclamation icon or press ! (Shift + 1). To remove a contact from spam, go to Settings → Contacts.

Keyboard shortcuts

See keyboard shortcuts for all available shortcuts across the app.