Before you start
Once you are signed in at your workspace’s address (see “Sign in to your workspace”), you land on the ticket list — the agent console’s home screen. This tour walks through what is on that screen and what each control does, so you can start triaging tickets right away.
The ticket queue
The main area lists your workspace’s tickets, most recently updated first. Each row shows the ticket’s subject, the customer’s name and how long ago they last replied, plus a row of chips: the ticket’s type (if one is set), its priority (High / Med / Low), and either the agent it is assigned to or Unassigned. A closed ticket also shows a Closed chip. Clicking anywhere on a row opens that ticket; clicking a chip instead filters the whole list down to that value — for example, clicking an agent’s chip filters to everything assigned to them. Remove a filter with its × in the search bar, or clear them all with Clear filters. The heading above the list always states the exact count, for example “42 tickets.”
Now / Later, Open / Closed, and Mine / All
Three toggle groups sit in the toolbar just above the list:
- Now / Later (shown only while viewing Open tickets) splits your active queue: Now is tickets that need an agent’s attention; Later is tickets that are pending — waiting on the customer, snoozed, or otherwise parked. This is the console’s main triage split, and it defaults to Now.
- Open / Closed switches between your live queue and everything already resolved. Closed hides the Now/Later split entirely, since a closed ticket is neither.
- All / Mine narrows the list to tickets assigned to you.
Your last choice in each group is remembered the next time you sign in.
Searching and filtering
The search field at the top of the page — placeholder text “Filter by subject or customer · #type #priority · @agent” — filters the loaded tickets by subject or customer name as you type. Type # to open an autocomplete of ticket types and priorities, or @ to open an autocomplete of agents; picking one adds it as a removable filter chip inside the search box, the same kind of chip a ticket row’s own chips add when clicked. The × at the end of the search box clears everything — text and chips — at once. From the list (not while typing), press ↑ / ↓ to move the highlight and Enter to open the highlighted ticket. Press Cmd+F (Ctrl+F on Windows/Linux) once from the list to jump straight into the search box; press Esc to reset all filters.
Notifications
The bell icon in the header opens your Notifications panel; a red badge on it (capped at “9+”) shows how many are unread. Opening the panel marks everything in it as read.
Settings (the gear icon)
The gear icon in the header opens Settings, listing every section you can access — which ones appear depends on your role (agent, admin, or owner):
- Settings → Agents — agents and ticket routing (admin and owner).
- Settings → Tickets — ticket types (admin), message templates (any agent), and images and files (owner only).
- Settings → AI features — AI auto-triage and instant answers (owner only).
- Settings → Channels — email intake and the website widget (owner only).
- Settings → Integrations — API keys, webhooks, account linking (owner only).
- Settings → Branding — logo, colors, and your custom domain (owner only).
- Settings → Account and Settings → Billing — workspace and subscription management (owner only).
Clicking any item opens the Settings window directly to that section. Your own Profile and Account security are not in this menu — they live in the account menu instead, below.
Your account (the avatar menu)
Your avatar in the header opens the Account menu, showing your name (and your email too, if it differs from your display name):
- Account → Profile — your display name, avatar, and notification preferences.
- Account → Account security — two-step verification and passkeys.
- Account → Contact support — opens a new ticket with the Essential Support team, in a new tab (agents and owners only — never shown to customers).
- Account → Sign out — ends your session on this device only.
Next
Need to get back in later? See Sign in to your workspace.