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 (2)
• Table toolbar (3)
• Ticket list table (4)

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:

1. Customize Columns: Allows you to personalize the columns displayed in the ticket list table.
2. 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:

• Avatar: Displays your profile avatar, which includes the first and last initials of your name. Clicking this opens the Settings, where you can manage your profile and app preferences.
• Search Bar: Quickly locates specific tickets by entering keywords, email addresses, or ticket IDs.
• Filter: Opens a panel allowing you to refine ticket views based on the following criteria:
  1. Customer: Filter tickets by a specific customer.
  2. Tags: Narrow tickets by associated tags.
  3. Priority: Sort tickets based on urgency levels (e.g., High, Medium, Low).
  4. Channel: Filter tickets by their origin (e.g., email, chat).
  5. Once filters are set, click Apply to activate them or Reset to clear the filters.
• Ticket Status: Displays the current status of the ticket (e.g., “Open,” “Pending,” or “Resolved”), helping you track its progress at a glance.
• Ticket Subject: Summarizes the primary topic of the ticket, providing a quick overview of the customer’s inquiry.
• Ticket Assignee: Displays or lets you assign the ticket to a specific team member. Assigning tickets ensures accountability and proper management.
• Priority: Allows you to set the urgency level of the ticket (e.g., Low, Medium, High) for effective prioritization.
• Add Tag: Enables you to add relevant tags to the ticket for better organization and categorization.
• View More: Click this menu for additional ticket actions:
  1. Mark as Unread: Resets the ticket’s read status.
  2. Merge: Combine duplicate or related tickets for better organization.
  3. Mark as Pending: Change the ticket’s status to pending while awaiting further input or action.
  4. Delete Conversation: Permanently delete the ticket if it is no longer relevant.

Ticket list #

Located on the left side, this area includes:

1. Tabs for Ticket Status:

1. Open: Displays all tickets currently active and awaiting resolution.
2. Pending: Shows tickets that are awaiting further action, such as customer input or internal processing.
3. Resolved: Lists tickets that have been completed and marked as resolved.

Use these tabs to quickly switch between tickets based on their current status.

2. Sorting Options:

1. Latest: Displays the most recently updated tickets at the top of the list.
2. Oldest: Lists tickets starting from the oldest.
3. Unread: Filters tickets to show only those that haven’t been read.

This dropdown helps prioritize tickets based on your preferred criteria.

3. Ticket Preview:

1. Each ticket in the list displays a preview, including the sender’s name, the subject of the ticket, and the time it was last updated.
2. Click on any ticket to view its details in the main ticket view.

4. Conversation Filters by Assignee:

This dropdown allows you to filter tickets based on their assignment status:

1. All Conversations: Displays all tickets, regardless of their assignment status.
2. Assigned to Me: Shows only the tickets currently assigned to you, helping you focus on your personal workload.
3. Unassigned: Lists tickets that haven’t been assigned to any team member, indicating they need attention.

Display and compose area #

The Display and Compose Area is the central workspace in the MooseDesk Inbox, where you can view and respond to customer inquiries.

Furthermore, it also contains 02 main buttons:

Response mode:

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

Send button:

1. Send: Deliver your message immediately.
2. 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:

1. Customer Details: View the customer’s Name, Email, and Phone Number.

2. Order Details:

1. Check the customer’s Order History, including relevant details about past purchases.
2. Add new orders by clicking the + New Order button.

3. Notes Section: Add internal notes about the customer or the conversation for future reference.

4. Conversation Actions:

1. Resolve tickets by clicking the Resolve button at the top.
2. Delete irrelevant or completed conversations using the Delete Conversation option.

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.