Inbox and Ticket Management

The Pitaj.io Helpdesk Inbox unifies all customer dialogues across your website, WordPress/Shopify stores, WhatsApp, and Instagram into a single collaborative workspace.

Your team retains complete visibility into autonomous AI exchanges and can step in at any moment.

Conversation Lifecycle & States

Every thread in the Inbox transitions through explicit statuses:

Status	Badge / Accent	Meaning
Autonomous (AI Mode)	Blue	The assistant is actively chatting with the visitor
Pending Handover	Amber	The visitor requested human assistance or a procedure triggered escalation
In Progress	Emerald	A human team member is actively handling the inquiry
Resolved	Slate	The inquiry has been addressed and concluded

Key Help Desk Features

AI Draft Replies

Rather than manually typing repetitive responses, the system generates verified answer drafts from your Knowledge Base with a single click of the Tab key.

Private Team Notes

Leave internal annotations visible only to your staff (e.g. “Customer offered a 15% discount by supervisor”).

Staff Assignments

Route specific tickets to billing or technical specialists with granular operator filters.

CSAT Satisfaction Surveys

Automatically prompt visitors with a 1-5 star rating survey once an interaction is resolved.

Handling an Incoming Ticket in 3 Steps

Accept the Conversation
When a thread enters Pending Handover, click Assign to Me. The visitor’s widget immediately updates with the agent’s name and photo.
Communicate with AI Copilot
Compose your reply directly or click Generate AI Draft to let the model synthesize answers from your knowledge base.
Resolve the Ticket
Once the inquiry is fulfilled, click Mark as Resolved. An automated appreciation note and satisfaction poll are delivered to the visitor.