--- title: How to Manage the Help Desk Inbox description: earn how to manage the DentalMarketing.com Help Desk inbox, including ticket stages, assignment rules, comments, reassignment, and best practices for keeping your inbox organized and up to date. --- [Skip to content](https://grow.dentalmarketing.com/knowledge/how-to-manage-the-help-desk-inbox#main-content) English Show submenu for translations [Customer portal](https://grow.dentalmarketing.com/tickets-view?hsLang=en) ![DentalMarketing-Logo2-White copy.png\]](https://grow.dentalmarketing.com/hs-fs/hubfs/DentalMarketing-Logo2-White%20copy.png?height=40&name=DentalMarketing-Logo2-White%20copy.png) Open main navigation Close main navigation - English Show submenu for translations - [Customer portal](https://grow.dentalmarketing.com/tickets-view) - [Go to dentalmarketing.com](https://dentalmarketing.com/) [Go to dentalmarketing.com](https://dentalmarketing.com/) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://grow.dentalmarketing.com/knowledge?hsLang=en) 2. [Client Success SOPs](https://grow.dentalmarketing.com/knowledge/client-success-sops?hsLang=en) # How to Manage the Help Desk Inbox #### **Purpose** This SOP explains how to properly manage incoming client messages in the DentalMarketing.com Help Desk. The goal is to ensure timely responses, clear ownership, organized workflows, and a near-zero inbox at all times. DentalMarketing.com leverages the Help Desk as the **primary system for client communication**. Every message creates a ticket that lives inside the **Active Customer Support Pipeline**. --- #### **Who This Is For** - Client Success Managers (CSMs) - CS Leads - Any team member assigned Help Desk tickets --- #### **Tools Used** - Help Desk (Customer Support Pipeline) - Contact & Company Profiles - Internal Comments (@mentions) --- #### **Help Desk View Covered in This SOP** This SOP specifically covers the Help Desk view: **“Name Emails (Incoming)”** This view is where you will manage day-to-day client conversations. --- #### **Ticket Assignment Rules** - Tickets are automatically assigned to the **Contact Owner and/or Company Owner** by default. - Ownership determines who is responsible for next action and follow-up. ![](https://grow.dentalmarketing.com/hs-fs/hubfs/undefined-Dec-19-2025-10-07-45-4945-PM.png?width=317&height=132&name=undefined-Dec-19-2025-10-07-45-4945-PM.png) Always confirm you are the correct owner when opening a ticket. --- #### **Ticket Status Stages (Conversation Tickets)** These stages are used to manage **conversation-based tickets**: ![](https://grow.dentalmarketing.com/hs-fs/hubfs/undefined-Dec-19-2025-10-07-45-7312-PM.png?width=170&height=113&name=undefined-Dec-19-2025-10-07-45-7312-PM.png) ### **1. New Message – Needs Attention** - A new inbound client message - Requires review and an initial response **Action:** Open, read, and respond as soon as possible. --- ### **2. In Progress** - You have responded to the client - You are waiting on an internal item (team response, update, or asset) **Action:** Monitor and follow up internally as needed. --- ### **3. Pending Response From Client** - You are waiting on confirmation, approval, or additional information from the client **Action:** No reply needed until the client responds. Follow up if response is delayed. --- ### **4. Client Has Responded** - The client replied after being in a pending state - Indicates that **you now need to respond** **Action:** Review the response and reply promptly. --- ### **5. Closed** - The request has been completed - No further action is required **Action:** Close the ticket to keep your inbox clean. **How to Close a Ticket:**Hover over the ticket’s status column → open the dropdown → select **Closed**. --- #### **Inbox Management Expectations (Critical)** - Your goal is to keep your ticket count **as close to zero as possible** - If no further action is needed, **close the ticket** - You will **not lose the conversation** by closing a ticket All closed conversations remain accessible through: - The **Contact Profile** - The **Company Profile** --- #### **Longer-Running Tickets & Sub-Requests** Some tickets may stay open longer due to additional support needs, such as: - Paid ads requests - Direct mail inquiries - Creative or website support In these cases: - The main ticket may remain open and marked as “In Progress” - **Additional tickets can be created within a support ticket** to track multiple action items in one thread Other ticket types and workflows will be covered in a separate SOP. --- #### **Using Comments for Internal Collaboration** - Use the **Comments** tab for internal notes and collaboration - You may **@mention team members** when help or clarification is needed - Comments are internal and not visible to the client **Important:** - The Comments tab appears **bold** when a new comment is added - Always check comments before responding or closing a ticket ![](https://grow.dentalmarketing.com/hs-fs/hubfs/undefined-Dec-19-2025-10-07-46-1917-PM.png?width=667&height=512&name=undefined-Dec-19-2025-10-07-46-1917-PM.png) --- #### **Ticket Reassignment Process** If a ticket should be owned by someone else: 1. Locate **Ticket Owner** in the top-right corner 2. Reassign to the appropriate team member or CS Lead 3. The new owner will receive a notification **Best Practice:** - Leave a comment explaining *why* the ticket was reassigned - This ensures clarity and prevents dropped conversations --- #### **Ticket Summary** - The **Ticket Summary** provides a quick description of what the ticket is about - Review this before responding to understand context quickly - Update it if clarity is needed for future reference ![](https://grow.dentalmarketing.com/hs-fs/hubfs/undefined-Dec-19-2025-10-07-45-9553-PM.png?width=386&height=365&name=undefined-Dec-19-2025-10-07-45-9553-PM.png) --- #### **Success Criteria / KPIs** - Inbox maintained near zero - No unattended “Client Has Responded” tickets - Clear ownership on every ticket - Timely responses and clean closures --- #### **Related SOPs** - Managing the Customer Journey Pipeline - Leveraging the Creative Team for Client Support - Leveraging the Paid Ads Team for Client Support - Understanding CI Alerts and the Escalation Pipeline - [Frequently Asked Questions (FAQ)](https://grow.dentalmarketing.com/knowledge/frequently-asked-questions-faq?hsLang=en) - [Getting Started](https://grow.dentalmarketing.com/knowledge/getting-started?hsLang=en) - [Give Us Access To](https://grow.dentalmarketing.com/knowledge/give-us-access-to?hsLang=en#main-content) - [Nexhealth](https://grow.dentalmarketing.com/knowledge/give-us-access-to?hsLang=en#nexhealth) - [Website transfer](https://grow.dentalmarketing.com/knowledge/give-us-access-to?hsLang=en#website-transfer) - [Services Overview](https://grow.dentalmarketing.com/knowledge/services-overview?hsLang=en) - [Tips and Best Practices](https://grow.dentalmarketing.com/knowledge/tips-and-best-practices?hsLang=en) - [OB SOPs](https://grow.dentalmarketing.com/knowledge/ob-sops?hsLang=en) - [Dashboard FAQ](https://grow.dentalmarketing.com/knowledge/dashboard-faq?hsLang=en#main-content) - [How can I login into the dashboard?](https://grow.dentalmarketing.com/knowledge/dashboard-faq?hsLang=en#how-can-i-login-into-the-dashboard) - [Where is my historical direct mail data in the new AI dashboard?](https://grow.dentalmarketing.com/knowledge/dashboard-faq?hsLang=en#where-is-my-historical-direct-mail-data-in-the-new-ai-dashboard) - [How do I view the calls for my practice?](https://grow.dentalmarketing.com/knowledge/dashboard-faq?hsLang=en#how-do-i-view-the-calls-for-my-practice) - [Billing Information](https://grow.dentalmarketing.com/knowledge/dashboard-faq?hsLang=en#billing-information) - [How can I get emailed reports for my practice?](https://grow.dentalmarketing.com/knowledge/dashboard-faq?hsLang=en#how-can-i-get-emailed-reports-for-my-practice) - [Google Ads Data](https://grow.dentalmarketing.com/knowledge/dashboard-faq?hsLang=en#google-ads-data) - [Client Success SOPs](https://grow.dentalmarketing.com/knowledge/client-success-sops?hsLang=en) - [Paid Media SOPs](https://grow.dentalmarketing.com/knowledge/paid-media-sops?hsLang=en) - [Website FAQs](https://grow.dentalmarketing.com/knowledge/website-faqs?hsLang=en) # Dentalmarketing.com DentalMarketing.com Help Center Copyright © 2026, Dentalmarketing.com