Home, Inbox and Views
How the ZyberDesk Today home, inbox folders, built-in views and the waiting-in-chat indicator work.
Home, Inbox and Views
ZyberDesk is helpdesk software: ticket resolution comes first, and the AI assistant and help center support it. After you sign in you land on Home, the Today view, and the Inbox sidebar keeps the live queue one click away.
Home (Today)
Home answers one question: what needs a person right now? It refreshes about every 30 seconds.
- Header. A greeting, a New ticket button and Open inbox, which opens the Unassigned folder. If tickets are turned off for your team, Open inbox opens AI conversations instead.
- Counts. Five tiles link straight to the matching queue: Waiting in chat, Unassigned, Mine, Overdue and Solved today. Waiting in chat turns red when anyone is waiting and shows how long the longest wait has been. Overdue turns amber when above zero.
- Needs attention. Chats waiting for a human come first, then up to eight tickets ranked urgent, then overdue, then unassigned, then the rest by longest idle. This list shows tickets that are unassigned or assigned to you. Each row shows a reason such as Urgent, Overdue 2h, Unassigned 3h or Idle 1d. Hover a row, or focus it with the keyboard, to reveal Assign to me.
- Side cards. AI deflection for the last 24 hours, Help site health, and Team load (open tickets per teammate). Each card loads independently, so one failing source never blanks the page.
- Assistant. One row shows whether your assistant is Active or Paused and opens the Playground. View analytics reveals the Usage and Activity tabs.
If your team has no tickets yet, or tickets are turned off, Home says so and links to the ticketing settings.
Note
"Resolved by AI" on the AI deflection card counts AI conversations that were never handed to a human. It is a proxy, not a confirmation that the customer's problem was solved.
Note
Assign to me is available for tickets created in ZyberDesk. Tickets synced from another helpdesk open normally, but you assign them in that helpdesk so the two systems stay in step.
Inbox folders
The Inbox group in the sidebar lists the folders below. Each opens the Tickets page filtered to that folder, and shows a live count (hidden when it is zero). Spam never counts toward the other folders.
| Folder | What it contains |
|---|---|
| Unassigned | Active tickets with no assignee. |
| Mine | Active tickets assigned to you. |
| All open | Tickets with status New or Open. |
| Pending | Tickets with status Pending or On hold. |
| Solved | Tickets with status Solved or Closed. |
| Spam | Tickets flagged as spam. |
Active means New, Open, Pending or On hold. Counts update when chats are handed over or change status, and otherwise refresh about every 30 seconds.
You can also open a folder directly with a folder query parameter, for example /tickets?folder=mine. Unknown values show all tickets.
Built-in views
The Views group holds two shortcuts that work across your active tickets:
- Urgent. Active tickets with Urgent priority.
- Overdue. Active tickets whose resolution or first-response due date has passed. Tickets without a due date are never overdue.
Views open as /tickets?view=urgent and /tickets?view=overdue. Custom saved views are not available yet.
Waiting in chat
When a visitor asks for a person in chat, or the AI assistant hands the conversation over, the chat joins the waiting queue. A chat is waiting while it is handed over, has no assigned teammate and is not completed. Assigning it, or resolving the handover, takes it out of the queue.
When at least one chat is waiting, a red pill at the top of the Inbox sidebar reads N waiting in chat and shows the wait of the oldest request as a live timer, such as 12m 04s, 3h 05m or 1d 4h. Select it to open the Conversations list filtered to the waiting queue. The Unassigned folder also shows a red badge with the waiting count. The pill disappears when nobody is waiting.
Where to go next
- Floating Initial Messages — greet visitors before they ask for help
- Agent Environments — manage draft and live changes to your assistant