Introduction
The Helpdesk is a centralized support dashboard where your team can manage customer tickets across every channel - widget, email, WhatsApp, and API - in one place. Agents can triage, assign, and resolve tickets without switching between tools, keeping response times low and customer satisfaction high.
Sidebar
The sidebar is your primary navigation. It can be collapsed into icon-only mode for more screen space.- Your Inbox - tickets assigned to you
- Mentions - tickets where you have been @mentioned in an internal note. The badge count shows how many unread mentions you have.
- All - every ticket across agents
- Unassigned - tickets with no agent assigned
- Solved - resolved tickets
- Conversations - all chatbot conversations, including those that have not been escalated to tickets
User Profile
Click your avatar at the bottom of the sidebar to open the profile menu:- Away mode - toggle to mark yourself as unavailable for auto-assignment
- Sound notifications - toggle notification sounds on or off
- Dashboard - navigate to the main Chatbase dashboard
- Account settings - manage your account
- Logout - sign out of the helpdesk
Notifications
When you have a specific ticket open, new events on that ticket trigger two notifications:- Sound - a notification sound plays (if sound notifications are enabled in your profile menu)
- Tab badge - the browser tab title updates to show the unread count, e.g.
(2) Helpdesk
Search
Click the search button to open a search modal with two tabs: Tickets and Customers. Results update in real time as you type, and you can click through to the full search results page.
Tickets Inbox
Table Columns
The ticket list displays the following columns:| Column | Description |
|---|---|
| Status | Color-coded badge indicating the ticket’s current state |
| Ticket ID | Unique identifier, formatted as #123 |
| Requester | The customer who submitted the ticket (name or email) |
| Assignee | The agent responsible for the ticket, or – if unassigned |
| Ticket Details | Subject line and a preview of the last message |
| Created At | When the ticket was created (relative time, e.g. “2 hours ago”) |
| Last Updated | When the most recent message was sent (relative time) |
Filtering
Use the filter button above the ticket list to narrow results:- Status - filter by one or more ticket statuses
- Channel - Widget, Email, WhatsApp, or API
- Assigned to - specific agent or unassigned
- Created at - date range picker
- Last message at - date range picker
Ticket Statuses
Every ticket has a status that reflects where it is in the support lifecycle. Statuses are grouped into active (New, On You, On Customer, On Hold) and closed (Closed, Cancelled).New
New
A freshly created ticket that hasn’t been picked up by any agent yet. New tickets appear in the Unassigned view until an agent claims them.
On You
On You
The ticket requires action from the assigned agent. This is the default status when an agent picks up a ticket or when a customer replies.
On Customer
On Customer
The agent has replied and is waiting for the customer to respond. Use this status after sending a reply so your team knows no agent action is needed right now.
On Hold
On Hold
The ticket is paused because of an external dependency - for example, waiting on a third-party service or an internal escalation. Use this sparingly and add a note explaining the reason.
Closed
Closed
The issue has been resolved. Closed tickets move out of the active queue.
Cancelled
Cancelled
The ticket was spam, a duplicate, or opened in error. Cancelled tickets are removed from the active queue.
Requester and Assignee
- Requester - the end user who submitted the ticket. Their profile can include a name, email, external ID, and phone number.
- Assignee - the agent responsible for handling the ticket. Tickets can be assigned manually or through auto-assignment.
Viewing a Ticket
When you open a ticket, the view splits into a conversation thread on the left and a details panel on the right.Conversation Thread
The conversation thread displays three types of entries:- Replies - customer-visible messages from either the customer or an agent
- Notes - internal-only messages visible to your team (shown with an amber background)
- Events - system-generated entries for status changes and assignment updates
Ticket Details Panel
The right sidebar contains five collapsible sections:- Assignee - view or change the assigned agent. Click the edit icon to reassign to another agent or unassign the ticket entirely.
- Author - the requester’s information: name, email, external ID, and phone number.
- Ticket Details - ticket ID, status badge, submission date, subject, and a View conversation button that links to the original chatbot conversation that created the ticket.
- Previous Tickets - a list of other tickets from the same customer, showing subject, ticket ID, time, and status badge. This gives agents quick context on the customer’s support history.
- Notes - a list of internal notes attached to the ticket, including any @mentions.
Replying to Tickets
Reply vs Note
The message composer at the bottom of the conversation thread has two tabs:- Reply - sends a public message that the customer will see
- Note - saves an internal-only message (shown with an amber background) that only your team can see
@Mentions
Type@ in the note composer to mention a team member. A dropdown appears listing available agents along with a colored dot indicating their current availability status. Select an agent to insert the mention into your note.
- The mentioned agent receives a notification
- The ticket appears in their Mentions sidebar view
- The mention is rendered as a clickable link in the note
Attachments
Click the paperclip icon to attach files to a reply or note. Supported file types include images, text files, PDFs, audio, and video. Each attachment can be removed before sending.AI Compose
Click the sparkle icon in the composer toolbar to open the AI writing assistant. It offers the following options:| Option | Description |
|---|---|
| Format text | Cleans up formatting and structure |
| More friendly | Adjusts the tone to be warmer and more approachable |
| More formal | Adjusts the tone to be more professional |
| Rephrase | Rewords the text while keeping the same meaning |
| Expand | Adds more detail and length |
| Fix grammar & spelling | Corrects grammar and spelling errors |
| Translate | Translates the text to another language (opens a language picker) |
Recommended Ticket Workflow
A typical ticket lifecycle follows these steps:- A customer submits a request → ticket is created as New
- An agent picks up the ticket → status changes to On You
- The agent sends a reply → agent sets status to On Customer
- The customer responds → status returns to On You
- An external blocker is identified → agent sets status to On Hold
- The issue is resolved → agent sets status to Closed
- The ticket is spam or a duplicate → agent sets status to Cancelled
Ticket Channels
Tickets can arrive from multiple channels. The channel is shown on each ticket so agents know where the conversation originated:- Widget - submitted through the embedded chatbot on your website
- Email - received via email forwarding
- WhatsApp - from a WhatsApp conversation
- API - created programmatically through the API