> ## Documentation Index
> Fetch the complete documentation index at: https://docs.leadblanc.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Helpdesk & Support Inbox

> Unified omnichannel inbox with ticket management, team assignments, and human handover.

The Leadblanc Helpdesk unifies every inbound conversation from Web Chat, WhatsApp, and API channels into a streamlined support cockpit.

## Views & Queues

The sidebar organizes tickets into distinct triage views:

* **My inbox**: Tickets assigned directly to you requiring follow-up.
* **Mentions**: Internal discussions or customer messages where you were tagged with `@username`.
* **All**: Complete historical stream of all conversations across all channels.
* **Unassigned**: New inbound inquiries awaiting triage or automated agent routing.
* **Solved**: Closed and resolved inquiries.
* **Conversations**: Real-time read-only transcript stream of live customer chats.

***

## Human Handover Workflow

When an AI agent is handling a customer conversation, an escalation can trigger in two ways:

1. **Autonomous Escalation**: The customer asks to speak with a human or expresses high frustration. The agent acknowledges the request, sets the ticket status to `Unassigned / Needs Human`, and notifies team members.
2. **Manual Intervention**: Any team member viewing a live chat can click **Take Over**. The AI agent gracefully pauses its automated responses for that thread until the human marks the issue as resolved or resumes autonomous mode.

```mermaid theme={null}
flowchart TD
  Customer[Inbound Customer Message] --> Agent[AI Agent Evaluates Intent]
  Agent -->|Standard Query| Solved[Instant Accurate Reply]
  Agent -->|Human Requested / Complex| Triage[Helpdesk Inbox Escalation]
  Triage --> Staff[Human Support Agent Takes Over]
  Staff --> Resolved[Issue Resolved & Resumed]
```

***

## SLA & Status Rules

Tickets can transition between four primary states:

| Status | Behavior |
| :- | :- |
| **Open** | Active customer thread awaiting agent response or in progress. |
| **Pending** | Awaiting customer reply after information was requested. |
| **Solved** | Issue resolved. Automatically archives after 48 hours of inactivity. |
| **Closed** | Permanent read-only archive state. |


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.