# Help Desk overview

> The Help Desk is the ticket inbox for conversations that need a human. Learn how tickets, statuses, channels, views, and assignment fit together so your team can resolve what the AI hands off.

A great agent resolves most questions on its own. The **Help Desk** is where the rest go — the conversations that need a person. It's a full ticket inbox built into Bookbag: tickets arrive from escalations, email, and other channels, get routed to the right teammate, and move through clear statuses until they're closed.

The Help Desk has two parts: the **inbox** (tickets, views, filters, the reply composer) and a group of **settings** (assignment, scheduling, email, translation) that govern how the inbox behaves. This page covers the inbox; each setting has its own page.

> **ENABLE IT PER AGENT:** The Help Desk is configured per agent under the **Help desk** settings group. Turn it on, then tune email, assignment, scheduling, and translation to fit your team.

## How a ticket is born

Tickets enter the inbox three ways:

- **Escalation** — the agent calls the [Escalate to a human](/docs/actions/escalate-to-human) action, which creates a `live_chat` ticket with an AI-written summary and pauses the AI for that conversation.
- **Takeover** — a teammate clicks **Take over** on a live conversation in the Conversations view. See [Takeover](/docs/help-desk/takeover).
- **Direct channels** — email and the public API can create tickets directly.

## Ticket statuses

Every ticket has a status that tells your team whose turn it is. Statuses fall into two groups — **active** (still open) and **closed**.

| Status | Group | Meaning |
| --- | --- | --- |
| New | Active | Just arrived, not yet picked up. |
| On you | Active | Waiting on an agent to reply. |
| On customer | Active | Agent replied; waiting on the customer. |
| On hold | Active | Paused — waiting on something external. |
| Closed | Closed | Resolved. |
| Cancelled | Closed | Closed without resolution. |

> **STATUS MOVES ON ITS OWN:** Replying to a customer flips a ticket from *On you* / *New* to *On customer*. A new customer message flips it back. You rarely set status by hand.

## The inbox

The inbox is a left rail of views plus a ticket table. Each ticket row shows its status, ID, requester, a details preview, assignee, and the created and updated times. Open a ticket to see its full timeline and reply.

### System views

Bookbag ships a set of built-in views, each with a live count:

| View | Shows |
| --- | --- |
| Inbox | Active tickets assigned to you. |
| Mentions | Tickets where you're @mentioned in a note. |
| All | All active tickets. |
| Unassigned | Active tickets with no assignee. |
| Solved | Closed and cancelled tickets. |
| Conversations | Live chatbot conversations not yet turned into tickets. |

On top of these, your team can build [saved views](/docs/help-desk/saved-views) and apply ad-hoc [filters](/docs/help-desk/filters).

## The ticket timeline

Opening a ticket shows a single threaded timeline of everything that happened:

- **Replies** — messages exchanged with the customer.
- **Notes** — internal-only comments, highlighted, that the customer never sees. @mention a teammate to pull them in.
- **Events** — system entries like status changes, assignment, takeover, and AI resume.

From the composer you can reply, add a note, change status or assignee, and use [AI compose](/docs/help-desk/translation) to draft or polish a reply. A details panel on the side shows the requester, channel, and any previous tickets from the same person.

## What's next

- [Ticket assignment](/docs/help-desk/assignment) — Route tickets to the right teammate automatically.
- [Takeover](/docs/help-desk/takeover) — Jump into a live conversation from the bot.
- [Saved views](/docs/help-desk/saved-views) — Build reusable, shareable ticket views.
- [Escalate to a human](/docs/actions/escalate-to-human) — The action that feeds the inbox.