Arrange your desk
How to size and collapse the inbox columns, use the ticket details panel, pick a light or dark theme, work with keyboard shortcuts, and pick up a reply you started earlier.
The inbox has three columns: your views on the left, the ticket list in the middle, and the open ticket on the right. You can resize and hide the first two, open a details panel beside the conversation, and choose how the desk looks. Your layout is saved in this browser. Your theme and shortcut choices are saved to your account, so they follow you to other devices.
Resize and collapse the columns
- Drag the divider between two columns to resize them. The views column can be between 160 and 320 px wide, and the ticket list between 260 and 520 px. The open ticket always keeps at least 480 px.
- To resize with the keyboard, press Tab until a divider is focused (Resize views or Resize ticket list), then use the Left and Right arrow keys.
- Choose Collapse views or Collapse ticket list at the top of a column to shrink it to a thin strip. The collapsed views strip still shows each view, with its ticket count. Choose Expand views or Expand ticket list to bring the column back.
Your sizes come back after a reload. If the window is too small for them, the columns are fitted to it.
To go back to the starting layout, open the View options menu (the ⋮ button at the top of your views) and choose Reset layout. Both columns are expanded again at their default widths.
Use the ticket details panel
The open ticket shows the conversation first. Its fields, links and actions are in the details panel.
- Choose Ticket details at the top of the ticket to open the panel beside the conversation. On a narrow window it opens over the conversation instead.
- Under Fields, change the priority, group, owner or tags. Changes are saved as you make them.
- Under Links, choose Add link, then type a ticket number (with or without #) or words from the other ticket's title, and pick it from the list. Only tickets you can see are offered.
- Under Actions, choose Split, Merge or Delete ticket. See Macros, merging, splitting and bulk changes.
Press Escape or choose Ticket details again to close the panel. It stays open or closed as you move between tickets, and after a reload.
Profile menu and theme
Choose your avatar at the top right to open the profile menu.
| Item | What it does |
|---|---|
| Profile | Opens your profile page: name, availability, password and shortcuts. |
| Admin settings | Opens the admin area. Shown only if you can manage something there. |
| Light, Dark, System | Sets the theme. System follows your device's setting. |
| Sign out | Ends your session on this device. |
The theme applies straight away, to the desk and the admin area, and is kept for your account.
Search from the top bar
Choose the Search… field at the top of the desk to open search, where you can jump to a view, open a ticket by number, or find tickets and customers. Ctrl+K (⌘ K on a Mac) opens the same search from anywhere.
Keyboard shortcuts
In the inbox, single keys do common things. They don't work while you are typing in a field or while a menu or dialog is open.
| Key | What it does |
|---|---|
| J / K | Open the next or previous ticket in the list, even with the list collapsed |
| R | Start a reply |
| N | Start an internal note |
| D | Show or hide the ticket details panel |
| E | Resolve the ticket, if you're allowed to |
| / | Open search |
| ? | Show the list of shortcuts |
To turn single-key shortcuts off, open Profile and switch off Keyboard shortcuts. This is saved to your account. Ctrl+K (⌘ K) keeps working either way.
Pick up where you left off
If you start a reply or an internal note and then open another ticket, your text is kept. When you come back to the ticket, it is in the box again, in the same mode. It is cleared when you send it or delete the text. Drafts last until you close the browser tab, and attachments are not kept.
Tooltips
Every button that shows only an icon has a tooltip with its name. Hover over it or move to it with Tab to see it.
For the rest of the ticket screen, see Working tickets.