Overview #

MooseDesk Inbox is one of the main features – it’s a central location storing all received conversations and tickets from all channels (Learn more about MooseDesk 03 main types of channel)

It can be accessed through MooseDesk navigation as the very first menu item

Let’s break down the Inbox into its components for a better understanding.

Ticket list view #

Ticket list contains 04 main components:

• Main button group (1)
• Channel tab
• Table toolbar
• Ticket list table

Main button group (1) #

The main button group contains two essential buttons:

• Create ticket: Creates a new ticket manually.
• More options: Opens a dropdown menu with the following options:

• Customize Columns: Allows you to personalize the columns displayed in the ticket list table.
• View actions: Create, edit, duplicate, or delete views.  Learn more on how to create and customize view in MooseDesk

Note: The default ‘All Tickets’ view cannot be deleted.

Channel tab (2) #

Channel tabs allow quick navigation between different communication channels:

• All: Displays conversations from all channels.
• Ticket: Shows tickets raised through the widget or support emails.
• Live Chat: Presents ongoing live chat conversations.
• Trash: Contains deleted conversations and tickets.

Each tab displays a badge with the number of unread items. For example, “Live Chat (12)” indicates 12 unread live chat conversations.

Table toolbar (3) #

The table toolbar comprises 04 sub-components: Status tab, Search and filter button, Sort button, and View selection.

Status tab #

The Status tab allows you to quickly filter tickets based on their current status:

• All: Displays all tickets regardless of status.
• Open: Shows tickets awaiting a response from your team. New tickets are set to Open by default.
• Pending:  Indicates tickets awaiting a customer response or requiring additional time for resolution.
• Resolved: Displays tickets marked as completed, with all related issues addressed.

Search and filter button #

Find specific tickets or create custom filters based on various criteria.

Sort button #

Arrange tickets by different attributes such as Ticket ID, Ticket Title, Channel, Priority, or Last Message Time.

View selection #

Switch between different custom views you’ve created for specific workflow needs.

Learn more on how to create and customize view in MooseDesk

Ticket list table (4) #

The ticket list table displays your tickets in a structured format. By default, it shows:

• Ticket ID (for ticket channels only)
• Ticket Title
• Customer
• Channel
• Assignee
• Last Message Time
• Action

To customize these columns, use the “Customize Columns” option in the action menu

Detailed ticket view #

When you click on a ticket, you’ll enter the detailed ticket view. This view is divided into 04 sections:

• Header
• Ticket/conversation list
• Display and compose area
• Conversation information area

Header #

The header contains:

• Back button: Returns to the main Inbox view.
• Ticket information: Displays the ticket status and title.
• More Actions (⋮): Offers additional options like Mark as Read/Unread, Merge, Mark as Pending, and Delete.

Ticket list #

Located on the left side, this area includes:

• Search bar: Find specific tickets or conversations.
• Filter button: Apply custom filters to the list.
• Conversation listing: Quickly switch between different tickets.
• Assignee button: Quickly filter ticket based on assignee

Display and compose area #

Furthermore, it also contain 02 main button:

• Response mode:
  • Chat Mode (Live chat only): Send instant messages.
  • Email Mode: Compose and send emails.
  • Forward Mode (Ticket channels only): Forward conversations to other email addresses.
  • Private Note: Add internal notes visible only to team members.

• Send button:
  • Send: Deliver your message immediately.
  • Schedule Send (Ticket channels only): Set a future time for the message to be sent.

Ticket information area #

This right-hand panel provides additional context and actions:

• Ticket Actions: Set ticket status, assignee, tags, and priority.
• Customer Information: View and edit customer details.
• Order Management: Access the customer’s order history and create new orders.
• Customer Notes: Add and view important notes about the customer.

Support channels #

If you ever need assistance, our Help Center is packed with comprehensive guides and tutorials.

At MooseDesk, we’re always here to help. Our dedicated email and live chat teams are available around the clock. Drop us an email at help@moosedesk.com, or click the Live Chat icon located at the bottom left corner of the MooseDesk app, our official website, and even within this Help Center.