Getting started with the Helpdesk and ticket queue
Updated June 14, 2026
What the Helpdesk is
The Helpdesk is a full-featured agent portal for handling support tickets from the Inquiru chat widget and email channels — no Zendesk required. Access it by clicking the Headphones → Helpdesk button at the bottom of the dashboard sidebar. It opens in its own dedicated full-screen layout separate from the main dashboard.
The AI agent still runs first on every new conversation. Tickets enter the helpdesk queue when the AI escalates (low confidence or customer requests a human), or agents can pick up any ticket proactively from the queue.
Three-panel layout
The helpdesk uses a three-panel layout: queue nav on the left (views and filters), ticket list in the centre, and ticket detail on the right. Selecting a ticket opens it inline — no page navigation needed.
Views
The queue nav offers three built-in views, each showing a live count:
- All Tickets — everything
- My Tickets — assigned to you
- Unassigned — tickets with no assignee
Status filters
Filter tickets by status: Open, Pending, On Hold, Escalated, and Resolved. The status count for each is shown in the nav and updates in real time.
Priority filter chips
Above the ticket list, filter by priority: Urgent (red dot), High (orange), Normal (blue), Low (grey). Priority chips can be combined with status filters.
Search
The search box above the ticket list filters by customer email, name, or subject in real time.
Group filters
If you have agent groups configured, they appear in the queue nav under Groups. Click a group name to see only tickets assigned to that group.
Real-time updates
All counts, ticket rows, and the open thread update automatically via WebSocket — no manual refresh required. New messages appear in the thread as soon as they arrive from the customer.