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Helpdesk → Inbox is where your team works. Website chats, emails, phone conversations and text messages all appear here as conversations (also called tickets).
Helpdesk inbox with the view tabs, one conversation waiting, and a summary saying one visitor is waiting for a person

The inbox with one visitor waiting for a person

The line under the title tells you what needs you right now, for example “1 visitor waiting for a person · 0 assigned to you”. The same red count shows on the Helpdesk icon in the app’s side bar, so you can see it from anywhere in Hiveku.

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Views

The tabs across the top split your conversations into views: When there is not room for all the tabs, they collapse into a view menu. On a phone, Filter and Sort become icon buttons.

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Find a conversation

  • Search by name, email address or message text.
  • Filter by channel (website chat, email, text message, phone), priority, tag, or whether it is assigned to you or to nobody.
  • Sort by Longest waiting (the default) or Newest activity.
The list refreshes by itself every few seconds, so new conversations and replies appear without reloading the page.

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Open a conversation

Click a row to open it beside the list. The middle pane shows the whole conversation; the right pane shows the customer’s details and why the conversation came to you. When nothing is open, the inbox shows a short summary of who is waiting and a button to open the longest-waiting conversation. See Working a conversation for replying, taking over a chat, assigning, and resolving.

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Act on several at once

Tick the box on a row (or several) to bring up the bulk bar. You can:
  • Assign to me, or Unassign to leave them with nobody. To give one to a teammate, open it on its full page (see Assign, prioritize and tag).
  • Change their status, for example resolve them.
  • Change their priority.
  • Add tags.
If the selection includes chats your website assistant is answering, Hiveku asks first. Assigning them to you takes them over and tells each visitor a teammate joined, and marking one done while the visitor is still on your site ends their chat.
Resolving a group of conversations at once does not send each customer a satisfaction survey. See Satisfaction surveys.

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Create a ticket yourself

Click New ticket to log a conversation that started somewhere else, such as a phone call or an email to a personal address.
New ticket form with subject, customer email, customer name, channel, priority, assignee and first message

New ticket

  1. Enter a Subject and the Customer email. Hiveku matches an existing contact or creates one.
  2. Choose the Channel and Priority, and an Assignee (or leave it to automatic assignment).
  3. Optionally add the First message, as from the customer, to the customer, or as an internal note.
  4. Click Open ticket.
Your automatic assignment and confirmation email run on the new ticket if you have turned them on in Helpdesk settings.