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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.



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:

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


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



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