Help Desk is a culmination of all shared inboxes and phone lines as well as contacts and related boards. Improve communication with your customers with enhanced tracking, commenting, AI, and more!
This is still in beta testing. If you’d like to learn more or help us test this new and upcoming update, reach out to our team at sales@getaptly.com.
Navigating the Help Desk
The Help Desk feature organizes your conversations into different folders based on contact type or board.
Help Desk Menu
All shared inboxes and phone lines are accessible under Inboxes, but you can also view conversations of specific customer contact types grouped by contact as well as conversations by board.
Missing your inboxes menu? Hover over the left side to find the arrow button in the middle. This expands and collapses the menu for more workspace.
Customers
All communications (Email, SMS, Phone Calls) from contacts within the shared inboxes are grouped by the contact type and the individual contact.
Clicking on a contact will show all active communications from all of the shared inboxes related to that contact.
Drilling into a conversation, you’ll find additional details related to the contact and conversation:
View related contacts, history, and other details about the conversation.
Access the contact record to add alerts and update information.
All related locations, cards, and communications are linked to the conversation.
Conversation List
The conversation list is where you view and manage all inbox activity at a glance. At the top of the list, you’ll find tabs for Open, Closed, and Unread, making it easy to switch between active conversations, previously resolved messages, archived emails, and anything you haven’t reviewed yet.
Just below these tabs, you can choose how conversations are sorted:
- Last Inbound – Sorts conversations based on the most recent incoming message.
- Last Activity – Sorts based on the most recent activity on the conversation, such as an internal comment or when a snoozed conversation becomes active again. When activity occurs, the conversation automatically moves to the top of your list.
Within the conversation list, select any conversation to open it in the adjacent pane, allowing you to review details and take action without leaving the inbox.
Inbox Settings
At the bottom of the inbox, under Inbox Settings, you can customize how your conversation list appears. From here, you can:
- Show or hide preview text for each conversation
- Enable quick action buttons that appear when you hover over a conversation
These quick actions let you efficiently archive, snooze, move to a folder, or delete a conversation directly from the list—helping you manage your inbox faster without opening each message.