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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.
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.
Click any ticket to open its full conversation. Here’s what you can do inside a ticket:
Type your message here text 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.
See keyboard shortcuts for all available shortcuts across the app.