Helpdesk
Helpdesk tools: notes, views, statuses and performance
Internal notes with @mentions, AI compose and translation, saved views, custom ticket statuses and team performance.
In every chat
- 🔒 Internal note — switch the composer to Internal note. Only your team sees it (never the customer or the AI). Type @name to mention a teammate: they get a notification in Mentions and an email.
- 🪄 AI compose — write a quick reply, then make it friendlier, shorter, more formal, more detailed, fix the grammar, or translate it into the customer's language (detected for you).
- Translate — under any customer message, to read it in English. The translation is kept with the message.
Views
The chips above the chat list: All, My inbox, Unassigned, Mentions, Needs human and Paused. Set any filters and click + Save view to keep them — for yourself, or (admins) shared with the whole team (👥).
Triggers
Automate the helpdesk: when something happens and the conditions match, then set priority, tag, assign, email someone, post to Slack and more. See Triggers.
Ticket statuses
Under Activity → Team & automations, rename the built-in statuses and add your own (e.g. Waiting for courier). Each status belongs to a group — open, pending, solved or closed — so tabs and automations keep working, and each has a label customers see.
| Built-in status | Group | Customers see |
|---|---|---|
| Open | open | We're on it |
| Waiting on customer | pending | Waiting for your reply |
| On hold | pending | On hold |
| Solved | solved | Solved |
| Closed | closed | Closed |
The four group statuses (open, pending, solved, closed) can be renamed but not removed. Up to 20 statuses.
Team performance
Activity → Team & automations shows, for the last 7, 30 or 90 days and per team member: chats handled, replies, median first response, median time to close, CSAT, tickets solved and chats open right now — plus totals for the team and how many chats were closed by the AI alone.