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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.
  • 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.
Access the Settings menu

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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 Create 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 the S key. To remove a contact from spam, go to Settings → Contacts.
For best results when using AI replies, add a short context in the Guide the AI agent field.
Make sure your AI Assistant has access to the key information about your business so it can generate more accurate responses.
Access the Settings menu