How to manage tickets
Tickets are at the heart of initdesk — every email that reaches your support inbox automatically becomes a ticket your team can view, assign, and reply to.
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: Status, Subject, Assignee, Date.
You can quickly filter by:
-
Focused: Shows new tickets and those waiting for your reply — helping you stay focused on what matters most.
-
Waiting customer: Pending customer response. Send a follow-up if needed.
-
Unassigned: Tickets that don’t have an owner yet.
-
Mine: All tickets currently assigned to you.
-
Closed: Tickets that have been resolved.
-
Spam: Emails marked as spam.
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 heretext 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.
-
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.
-
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.