The staff inbox

Opening Helpdesk shows Reports: ticket counts, open and unassigned tickets, tickets past their target, first-response time (median and 90th percentile), satisfaction, the last two weeks, and the shop contact rate, with a CSV export. Inbox, Customers, Desk, and Network are the other tabs.

• Inbox applies saved views, refreshes while it is open, and sets status, priority, assignee, or tag on several tickets at once, or closes them.
• On a ticket, staff reply, add internal notes, @mention colleagues, close and reopen it, and change its status, priority, type, visibility, category, subject, and assignee. A reply draft is kept on the ticket. Tickets can be merged, split, linked, or saved as an article, and files can be dropped on a reply. Each ticket has its own address: /admin/plugins/justflows.helpdesk/tickets/<id>.
• Handover reassigns a ticket immediately and requires an internal note for the next agent. Settings can also email the customer when it happens.
• Suggest reply drafts an answer with the site's assistant. Encrypted message text is left out of the draft.
• Desk holds categories, teams, canned replies (which can also set status, priority, and tag), saved views, custom fields, SLA targets, and automations. Status names can be renamed, and a custom label can map onto a base status. Each agent chooses which emails they get there, including a daily digest.