Using the Inbox

The Inbox is where all escalated conversations are managed.

It works like a traditional helpdesk, allowing your team to reply to customers, collaborate internally, and track ticket status.

HaloDesk provides multiple views to help you stay organized:

My Inbox
Shows tickets assigned to you.
Unassigned
Shows tickets that haven’t been assigned to any team member yet.
Mentions
Shows tickets where another team member mentioned you in an internal note.
All
Shows all tickets for the agent, regardless of assignment.

Above the inbox views, you can filter tickets by status:

You can switch between these views at any time.

When you open a ticket, you’ll see:

This gives you full context before responding.

Using the combination of:

You can keep support workflows clean even as volume grows.