Human Desk
/ Your team's inbox. Split view: ticket list left, details right.
The inbox
Human Desk is where teammates own escalated conversations. Filter by Open, In Progress, Resolved, or Closed. Every ticket carries transcript, summary from your agent, urgency, tags, and assignee.
Refund request — order #4521
Open
Cannot access billing portal
In progress
Room modification July 12
Open
Refund request — order #4521
Customer asked about return policy for order #4521. Agent could not verify purchase date from live data.
Assignee: —medium urgency
How tickets arrive
| Surface | What you wire |
|---|---|
| Widget | Handoff after your agent returns escalate: true |
| API | escalate in stream metadata or POST /handoff/ticket |
| Link | Ticket or mailto from agent support email setting |
Working a ticket
- Filter the queue by status or urgency.
- Assign an owner from org members with Desk access.
- Reply from Desk (widget or email per your deployment).
- Resolve with notes.