8 minDaily workflow
Use the queue
The ticket list opens to Open tickets by default. Use the status filters to switch between Open, Pending, Snoozed, Closed, Spam, or All tickets.
- Search checks subject, customer email, customer display name, and the latest snippet.
- The inbox filter narrows the queue and shows counts per inbox.
- The table is sorted by recent activity, then update time, then ticket id.
- Each row shows status, sender, subject, latest snippet, priority, message count, attachment indicator, and activity time.
Statuses and priority
- Statuses
- Open, Pending, Snoozed, Closed, and Spam are available from the ticket header.
- Snooze
- Choosing Snoozed from the UI sets the ticket one hour into the future by default.
- Priority
- Low, Normal, High, and Urgent are available on new and existing tickets.
- Reopen behavior
- New customer mail reopens Pending, Snoozed, and Closed tickets when it is the newest activity.
Reply or add a note
The composer has two modes: Reply and Internal note. Replies send through the ticket inbox's connected Resend address. Notes stay inside ReTicketDesk for your team.
- Drafts auto-save after a short pause while you type.
- Sending a reply creates an outbound message, sends it through Resend with an idempotency key, and clears the reply draft.
- If Resend rejects the send, the message is marked failed and the UI shows the error.
- Internal notes appear in the conversation timeline and are never sent to the customer.
Create a ticket by hand
Use New ticket when a customer reaches you outside email, such as Slack, phone, or an in-person conversation. Pick an inbox, enter the customer email, subject, optional first message, and priority.
Manual tickets live in the same queue as email-created tickets. If you add a first message, it is stored as inbound context for the conversation.