A shared inbox as a helpdesk
Assignments, statuses, internal notes, "who's reading this" and SLA — where you see them in the list and in a conversation, and who can do what.
Updated 19.10.2026
Table of contents
Faldro has no separate "ticket" module — the unit of work is an ordinary email conversation. Every conversation in the organisation has an assignee, a status, internal notes and an activity history; once an administrator sets up an SLA policy, it also gets a first-response deadline. This works across all connected mailboxes at once, without your customers having to write to you any differently.
Where you see it
Left sidebar, "Handling" section — work queues: Overdue, Mine, Unassigned, To handle, Waiting, Closed, each with a counter. They aren't separate folders but filters on the current folder: "Mine" inside the Inbox means my conversations in the Inbox. Clear handling filter removes the filter; administrators also get an SLA shortcut here.
Conversation list — on every row:
| Marker | Meaning |
|---|---|
| Initials | Assignee; a dash "—" means unassigned. |
| ✎ | Someone on the team is writing a reply in this conversation right now. |
| n2 | Number of internal notes. |
| ⏸ / ✓ | Status "Waiting" / "Closed" ("To handle" has no marker). |
| 2 h / overdue | Time left until the SLA deadline, or a missed deadline. |
Open conversation — the action bar has two fields: assignee and status. Above the messages a "who's reading this" bar appears. The right-hand column holds three cards: Handling (assignee, status, SLA, how long the customer has been waiting, first response time), Internal notes and Activity.
What happens automatically
- A new message from the customer starts the waiting clock (and the SLA deadline, if a policy applies). A "Waiting" conversation goes back to "To handle", and a closed one is reopened.
- Your reply stops the clock, records the first response time and moves the conversation from "To handle" to "Waiting".
- Routing rules can instantly assign the conversation, set its status, a label or an SLA policy.
All of these changes show up in the Activity card, signed "System". Details: Assignments and statuses, Routing rules, SLA.
Helpdesk automation only works on current mail. Messages that are more than 7 days old when fetched (e.g. the archive pulled in when you connect a mailbox) don't start an SLA clock, rules or status changes. Spam, trash, drafts and bounces are skipped too.
Who can do what
| Member scope | Helpdesk |
|---|---|
| View only | Sees assignee, status, SLA, notes and activity, but can't change them. Appears in "who's reading this". |
| View + send | Assigns, changes status (in bulk too), adds notes, deletes their own notes. |
| All (including delete) | Same as above. |
| Administrator | Same as above, deletes any note, manages routing rules and SLA. |
Scopes are set on the organisation's members — see Permission scopes.
Getting started
- Agree as a team that whoever takes a conversation assigns it to themselves — in the assignee field, pick your own name (marked "(Mine)").
- Ask an administrator for an SLA policy — without one, the "Overdue" queue is always empty.
- Hand recurring cases (invoices, complaints) over to routing rules.
Did not find the answer?
Check the help section with typical problems or write to us — we reply on working days.