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 a Pro feature and requires Inbox read access, so teammates without the feature or role are redirected or shown an access message rather than customer data. Use it 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. Personal filter choices are stored in the browser, while saved views can be reused from the Inbox navigation. The list refreshes as customer or teammate activity arrives, but operational decisions should always be made from the ticket’s current detail view.
Use the Help Desk to coordinate work, not as a promise of response time. Before enabling customer handoff, decide who owns the queue, how teams assign tickets, and which situations should stay with the AI. See Tickets for the detailed operator workflow and Contacts and leads for customer data.