# The Support inbox at a glance > Source: https://support.usebluehill.com/support-support-inbox-overview | Updated: 2026-10-26T23:46:59Z ## Open the inbox Open **Support → Support**. The whole support desk is one page: the ticket list on the left, the conversation in the middle and the customer panel on the right. Tickets open in place, so you never leave the inbox to read or answer one. The Support inbox with a ticket open ## The three panes | Pane | What it holds | |---|---| | **Ticket list** | Every ticket that matches the current view and filters, newest activity first. Click a row to open it. | | **Conversation** | The ticket header, the messages and notes in order, and the reply composer at the bottom. See [Work a ticket](./support-work-a-ticket). | | **Customer panel** | Cards about the requester, the customer account, the ticket's details, watchers, follow-ups and files. See [The customer panel and follow-ups](./support-customer-panel-and-follow-ups). | Drag the divider between the list and the conversation to resize the list; double-click it to reset. **Hide ticket list** collapses the list so the conversation gets the full width, and **Hide customer panel** does the same on the right. **Focus** hides both side panes at once; **Exit focus** brings them back. When nothing is open, the conversation pane reads **Select a ticket to view the conversation.** If your workspace has not finished setting up its support desk, the setup checklist appears there instead. ## The toolbar From left to right across the top of the page: | Control | What it does | |---|---| | **Search tickets, contacts, content…** | Finds tickets by subject, number, requester, contact, company, custom field or message text. Press **/** to jump to it. | | **View** | Switches between ready-made lists such as **Active**, **Unassigned** or **Overdue**, each with a live count. | | **Mine** | The person icon with a count. Switch it on to keep only tickets assigned to you. | | **Filters** | Opens the Filters panel. Active filters show as a count on the button. | | **Clear all filters** | Removes every filter and the search term in one click. | | **Hide activity in conversations** | The clock icon. Hides status changes, assignments and other system events in the conversation so only messages and notes remain. | | **Focus** | The expand icon. Hides the side panes. | | **Acting as** | If you have shared identities such as *Accounting Team*, choose which one you are writing as. | | **New email** | Starts a new conversation. The arrow next to it also offers **Create a ticket**, **Create a contact** and your **Drafts**. | | **Sort** | The two arrow buttons. Orders the list by **Last updated**, **Created**, **Priority**, **SLA due**, **Status** or, while searching, **Relevance**, ascending or descending. | | **Views** | Saves the current filters, sort and columns as a named view and reapplies saved ones. | [Find and filter tickets](./support-find-and-filter-tickets) covers each of these in detail. ## Read a ticket row Each row in the list shows: - The **requester's avatar**, with a small coloured dot for the ticket's **priority**. - A **status dot** and the **requester's name** (or **No requester**), with the **company** on the next line. - How long ago the ticket was last updated. Hover it to see when the ticket was created and updated. - The **subject**, in bold when the customer has replied and nobody has answered yet. - A one-line **preview** of the latest message. - Small icons for **Customer replied**, an **Unsent draft**, the channel the ticket arrived through (email, portal, phone and so on) and teammates who have the ticket open right now. - An **Overdue** label when the ticket has missed its SLA target. - Inline **status** and **assignee** pickers, so you can change either without opening the ticket, and the **ticket number**. Hover over a row to see a preview card with the **Latest from customer**, **Latest reply** or **Latest note**, plus two quick actions: **Mark as worked on** and **Add follow-up**. ## The list header Above the rows, the header shows **N tickets** and a **Select all** checkbox. Tick rows to act on several tickets at once; the header then reads **N selected** with a **Clear** link. See [Act on several tickets at once](./support-find-and-filter-tickets#act-on-several-tickets-at-once). - **Refresh** reloads the list. It also refreshes itself every minute. - **Pin the list open** keeps the list visible when you open or switch tickets. Unpinned, the list slides away as soon as you open a ticket, leaving a thin strip with the ticket count; click **Show ticket list** on that strip to bring it back. - Long lists load 50 tickets at a time. Scroll to the bottom and click **Load more (50/120)** for the next batch, or switch to page-by-page paging in your preferences (below). ## Keyboard shortcuts | Key | Action | |---|---| | **j** / **k** | Next / previous ticket | | **x** | Select or deselect the current ticket | | **c** | New email | | **/** | Jump to the search box | | **Esc** | Clear the selection, or close the open ticket | ## Choose your inbox layout The default layout is **Conversation**: the list and the open ticket side by side, as shown above. If you prefer a table of tickets with the conversation opening on top, switch to **Ticket list**. Open your profile settings and, under **Preferences**, set **Support inbox layout**. In the Ticket list layout the tickets appear as a table with **Requester**, **Subject**, **Status**, **Assignee**, **Priority**, **Created** / **Updated** and **Ref** columns. Tabs along the top hold your saved views, and **Group by** arranges the rows by **Status** (the default), **Assignee** or **Customer**, or not at all. On each row, **Preview** (or **p**) opens the ticket in a side panel and **Open** (or **Enter**) opens it fully; **e** closes it again. The same **Preferences** card holds the other inbox options: | Preference | Options | |---|---| | **Support inbox layout** | **Conversation** or **Ticket list**. | | **Jump to latest customer reply** | Open a ticket at the customer's latest message instead of the top. | | **Support inbox list** | **Load more** or **Page by page** for lists longer than 50 tickets. | | **Support inbox tabs** | **Off**, or **Per tab** to let each browser tab keep its own view and filters. | | **Undo send** | How long a reply is held before it goes out: **Off**, **5**, **10**, **20** or **30** seconds. | | **Default sender**, **Identities**, **Reply greeting**, **Reply signature** | How your replies are addressed and signed. See [Reply, add notes and use the composer](./support-reply-and-notes). | ## Support analytics **Support → Analytics** reports on the whole desk for the **Last 7 days**, **Last 30 days**, **Last 90 days** or **Last 12 months**: **Ticket volume**, **Tickets by channel**, **Tickets by priority**, **Backlog aging** (how long open tickets have been waiting, from under four hours to more than three days), **Sentiment over time** and **Busiest hours**. The page is read-only; click **Go to inbox** to get back to work. Next: [Find and filter tickets](./support-find-and-filter-tickets).