Help Desk
Use Inbox, tickets, contacts, and leads to let teammates take over customer conversations safely.
The Help Desk brings customer conversations that need people into Inbox. Inbox is available on the Standard, Pro, and Enterprise plans. It requires Inbox read access. A teammate without the feature or role cannot see customer data. Instead, the system redirects the teammate or shows an access message. Use Inbox with the agent’s channels and Human Handoff configuration. An escalation can create a ticket. Then a teammate can investigate, reply, assign, or return the conversation to AI when appropriate.
The Inbox list has standard views, saved views, status/channel/team/assignee filters, bulk actions, and search. The browser stores personal filter choices, while a teammate can reuse saved views from the Inbox navigation. The list refreshes as customer or teammate activity arrives. Always make operational decisions from the ticket’s current detail view.
Use the Help Desk to coordinate work, not as a promise of response time. Before you enable customer handoff, decide who owns the queue and how teams assign tickets. Also decide which situations stay with the AI. See Tickets for the detailed operator workflow. See Contacts and leads for customer data.