# Helpdesk inbox

A React block (a whole screen) in [Beamline](https://beamline.io/)'s [Blocks](https://beamline.io/components/blocks) category. Live demo: https://beamline.io/components/helpdesk-inbox

A support team's inbox: views with counts, a virtualised ticket queue with search, priority filters and live SLA clocks, and the open ticket with its conversation, reply composer, status, priority, assignee and the requester's details with internal notes.

## Use it for

- Customer support work: triage a queue by urgency and SLA, answer a ticket, hand it to a teammate, mark it pending or solved.

## Not for

- Chat between teammates ([chat-thread](https://beamline.io/components/chat-thread)).
- Notifications about other work ([notification-center](https://beamline.io/components/notification-center)).
- A sales pipeline ([crm](https://beamline.io/components/crm)).

## Anatomy

- app shell: the inbox views (Yours, Unassigned, All open, Breaching soon, Solved) as navigation with counts
- queue: search, priority chips with counts, then one row per ticket (requester, subject, preview, priority, SLA clock, assignee, unread mark), virtualised
- ticket: subject and requester, status (Open · Pending · Solved), priority, assignee menu, the conversation and the reply composer (the primary action)
- details: requester, company and plan, channel, opened and due times, tags, internal notes; a sheet behind Details when the room is narrower

## States

- loading (the queue holds its rows' shape)
- failed to load (the error with Try again in the queue's place)
- a view with no tickets (says what lands there)
- no ticket matches the search or filters (Clear filters)
- SLA: time left, due soon (under an hour), breached — each a glyph and words, never colour alone
- a change saving and refused (status, priority, assignee go back; the reason sits under the ticket header with Try again)
- saving locks only that ticket's edit controls; refusal restores only its changed fields and preserves other tickets' edits
- a reply sending, sent, failed with Retry (the thread's own states)
- narrow room: the queue or the ticket, with Back

## Keyboard

- ↑/↓ in the queue move to the previous or next ticket and open it; Home/End to the ends (one row is in the tab order)
- the status is a radio group (arrows); Assign is a menu
- Esc in a narrow room goes back from the ticket to the queue
- ⌘Enter sends the reply (the composer's own)

## Motion

The chosen row lights at once and keeps keyboard focus as the arrows move it (the list scrolls it into view); a status or priority change eases the badge colours in place; a reply grows into the thread and shows sending → sent (the thread's own); the Details sheet slides in on --motion-in. The SLA clock steps once a minute and never animates. Reduced motion: changes are immediate.

## Props

| Prop | Type | Default | Description |
| --- | --- | --- | --- |
| `tickets / defaultTickets / onTicketsChange` | `Ticket[]` | — | The queue, controlled or not; every change arrives as the whole new list. |
| `onTicketChange` | `(id: string, patch: TicketPatch) => Promise<void> \| void` | — | Saves a status, priority or assignee change; a rejection puts it back and shows why. |
| `conversations / defaultConversations / onConversationsChange` | `Record<string, ChatMessage[]>` | — |  |
| `onReply` | `(ticketId: string, draft: ChatDraft) => Promise<void> \| void` | — | Sends the reply; the thread shows sending, sent or failed with Retry. |
| `notes / defaultNotes / onNotesChange` | `Record<string, ThreadComment[]>` | — | Internal notes per ticket. |
| `agents` (required) | `{ id: string; name: string; photo?: string }[]` | — |  |
| `me` (required) | `string` | — | The signed-in agent's id. |
| `view / defaultView / onViewChange` | `HelpdeskView` | — |  |
| `openTicket / defaultOpenTicket / onOpenTicketChange` | `string \| null` | — |  |
| `loading / error / onRetry` | `boolean / Error \| null / () => void` | — |  |
| `product` | `string` | `"Support"` |  |
| `className / style / ref` | `string / CSSProperties / Ref<HTMLDivElement>` | — |  |

## Built from

- [app-shell](https://beamline.io/components/app-shell)
- [search-field](https://beamline.io/components/search-field)
- [chip-group](https://beamline.io/components/chip-group)
- avatar
- badge
- [segmented-control](https://beamline.io/components/segmented-control)
- select
- [dropdown-menu](https://beamline.io/components/dropdown-menu)
- [chat-thread](https://beamline.io/components/chat-thread)
- [comment-thread](https://beamline.io/components/comment-thread)
- button
- alert
- sheet
- [empty-state](https://beamline.io/components/empty-state)
- skeleton

## Dependencies

`@tanstack/react-virtual`, `lucide-react`

## Import

```tsx
import { HelpdeskInbox } from "@/blocks/helpdesk-inbox/helpdesk-inbox";
```

## Get it

Helpdesk inbox is part of Beamline: 200+ components and 50+ complete screens for React that your coding agent (Claude Code, Codex, Cursor or any MCP client) installs into your app through Beamline's MCP server, as a ready-built package or as plain React source you can change. $49 launch price, one payment, no subscription, lifetime updates, one licence for your whole team. [Get Beamline](https://beamline.io/checkout?pack=complete) · [Connect your agent](https://beamline.io/connect)

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