Working tickets

Every customer conversation in Helpdesk is a ticket with a number such as MN-1042. Your team works them from Tickets in the Helpdesk menu.

Views

The tabs at the top of Tickets are built-in views:

• My tickets: assigned to you.
• Unassigned: waiting for someone to pick them up.
• Team queues: the tickets of the teams you belong to.
• Escalations: escalated tickets, which should be handled before other work.
• Needs review: tickets whose Autopilot decision a person still has to check.
• All: every ticket you can see.

Rows that Autopilot handled carry a purple marker and a wand icon. Select a ticket to read it beside the list, or open it full page.

Filters and More filters

The toolbar has a search box (MN number, subject or customer) and the main filters: Status, Priority, Assignee and Team. Less used filters sit behind More filters, which shows how many of them are on: SLA, Category, Mailbox and Handled by Autopilot.

Every active filter, including those behind More filters, shows as a chip under the toolbar, so nothing hides tickets silently. Remove a chip to clear that filter, or select Clear all.

On the right you can sort by Last updated or SLA risk, switch between comfortable and compact rows, and choose columns. On a phone or tablet, filters open in a sheet.

Saved views

Save a combination of filters, sort, columns and density to come back to it.

Saved views appear as chips above the list; shared views say "shared". If you change the filters of a saved view, select Update view to keep the change. The view's menu can pin or unpin it, or Delete view. Deleting a shared view removes it for everyone; tickets are not affected.

Assignment

• In a ticket's details, set the Assignee, or select Assign to me (e).
• In the list, select several tickets to assign them, set their status or priority in one go.
• A team can assign new tickets automatically in rotation. See Categories and teams.

You can also change a ticket's Team, Priority and Tags in its details, and merge, link or split tickets from the More ticket actions menu.

Replies and notes

At the bottom of a ticket, choose Reply or Internal note. Notes are only for your team; mention a teammate to notify them. Insert a canned response from the composer. Drafts save as you type.

When you send a reply, choose what happens to the ticket: Send and set pending, Send and keep open or Send and resolve. If Autopilot drafted an answer, select Insert into reply on the Autopilot suggestion to start from it.

Statuses

SLAs

Each ticket gets a first-response target based on its priority. The SLA column shows the time left until the first response is due. A ticket is At risk when it is due within an hour and Breached when the time has passed. Filter by SLA under More filters, or sort by SLA risk to see the most urgent first.

Keyboard shortcuts

Press ? anywhere in the app to see them all.

Notifications

The bell in the top bar lists assignments, customer replies and mentions. When a new one arrives, Mailnitio can tell you in four ways:

• Pop-ups: a short message with an Open action. Several at once become one pop-up.
• Sound: a quiet chime. Browsers only allow it after your first click or key press on the page.
• Desktop notifications: shown when the Mailnitio tab is in the background. Select Turn on desktop notifications in the bell menu and allow them in your browser.
• Tab count: the browser tab title shows the number of unread notifications, for example "(3)".

Switch Sound and Pop-ups on or off at the bottom of the bell menu. Both are on by default, and the choice is remembered in this browser. Notifications can take up to 15 seconds to arrive.