The HelpOS Inbox is where your team receives and manages support requests from your users, all in one place. It is one part of the HelpOS help system, which also includes the Articles tab, the Casey AI chat, and Support.
Opening the HelpOS Inbox
- In the admin console, open the HelpOS help center: click the HelpOS widget in the bottom-right corner of the screen.
- From there, go to the Inbox to see and work your support requests.
What you'll see
- A list of incoming requests, each with its subject, who sent it, and its current status.
- Filters and sorting so you can focus on what needs attention, for example open requests or high priority.
Working a request
Open any request to:
- Read the full conversation and reply to the user.
- Change the status (for example, open to resolved) and set a priority.
- Assign it to a teammate so it's clear who's handling it.
- Add an internal note, a comment only your team can see, for context that shouldn't go to the user.
- Escalate it to the KnowledgeCity team when it needs a hand beyond your account.
Tips
- Keep statuses up to date so nothing slips through the cracks.
- Use internal notes to hand off context when reassigning a request.
- Replies reach the user by email, so they stay informed even when they're away from the app.