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Tickets & customers

Work with the unified inbox

Find, prioritize and manage conversations from one shared support queue.

2 min read · HelSup product documentation
On this page
  1. Overview
  2. When to use this
  3. Where to find the controls
  4. Who can make these changes
  5. Before you begin
  6. Follow these steps
  7. Settings reference
  8. Example workflow
  9. Good practices
  10. Important considerations
  11. If something does not work

Overview

Inbox at #/inbox is the working queue. It lists conversations from every channel (including a Live Chat view) with search, sort, saved views, compact filter chips, and a compact bulk toolbar (Status and Priority menus). Opening a row loads the ticket workspace in the pane.

When to use this

Agents should live here instead of bouncing between email, chat, and the ticket list. Filters never rewrite the list layout; they only change which rows are requested.

Where to find the controls

Sidebar Inbox → #/inbox. Help on the toolbar opens #/docs/inbox/filters. Inbox polling and shortcuts defaults: Settings → System → Inbox (#/settings/system/inbox).

Who can make these changes

elegant_support_view_ticket. Bulk assign/status/priority/snooze need elegant_support_assign_ticket. Create from Inbox needs elegant_support_create_ticket.

Before you begin

Page size, polling bounds, and keyboard shortcut enablement are System → Inbox. Views are per user. Do not look for a legacy “Inbox settings” tab outside the two-level catalog.

Follow these steps

  1. Pick a view (for example Open or Live Chat).
  2. Search by number, title, or customer.
  3. Sort (newest, oldest, created, priority, SLA deadline).
  4. Open Filters to refine — desktop popover, mobile drawer.
  5. J/K move the highlight; Enter opens; R reply; N note; E assign me; S snooze; ? help.
  6. Select rows for bulk Status / Priority / Assign / Snooze / Read.

Settings reference

Conversation count, search box, sort select, Filters button with numeric badge, chips, bulk toolbar, unread styling, channel glyph, status/priority badges, SLA badge. Offline banner: Connection lost. Retrying…

Example workflow

An agent opens the Live Chat view, uses J to walk waiting sessions, takes over, and leaves the rest of Inbox on the Open view.

Good practices

Save a view for “SLA breached + unassigned” instead of re-applying filters every morning. The filter badge shows how many filter dimensions are active (for example Filters 3).

Important considerations

Clicking Filters must not insert a filter panel into the list or push tickets down. If you see the list jump, that is a bug — see inbox/filters. Shortcuts ignore keystrokes while you type in an input.

If something does not work

Blank list: REST 401/403, expired session, or a cache plugin caching /wp-json/elegant-support/. Empty Live Chat view: no widget sessions yet, or live_chat feature off. See troubleshooting/inbox.

Continue learning

Organize your ticket workflow→Inbox filters→Set up website chat→Troubleshoot the unified inbox→

Let’s solve it together.

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What does a referral link look like?

https://helsup.com/?ref=HS-EXAMPLE

Here, HS-EXAMPLE illustrates a partner code. Your dashboard gives you your own code and complete link. Copy that full link and share it with the customer; do not use this example as your personal link.

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Illustrative amounts, after discounts and excluding tax.

A customer relationship that lasts

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