Product Updates

You can now move a ticket to another inbox without losing the conversation, so misrouted email and channel tickets can be handed off to the right team in one step.

Open a ticket, choose Move to inbox from the actions menu, pick the destination inbox, and confirm. The ticket keeps its full history, assignee, tags, and status — only the inbox it belongs to changes.

For email tickets, you can move to any other inbox you have access to. Future replies go out from the destination inbox address, so customers continue the same thread under the correct team or brand. For Telegram and other channel tickets, initdesk only shows inboxes with an active connection for that channel, so the conversation stays on the same channel after the move.

This is especially useful when a customer reaches the wrong inbox, when you reorganize teams, or when you want billing, product, and general support to each own their queue without starting a new ticket.

You can now choose how each inbox formats customer-facing emails and messages, so support can feel like a helpdesk for some teams and a normal conversation for others.

Go to Settings > Inboxes, open an inbox, and pick a style under General > Customer interaction style. Use Helpdesk style when customers should see ticket references in subjects and replies, or Conversational when you want interactions to read like everyday email without ticket numbers in what they receive.

The setting is per inbox, so one organization can keep a formal helpdesk flow for billing while a product inbox stays conversational. Your team's ticket views and workflows stay the same: only what customers see in outbound emails and messages changes.

The support portal chat bot can now turn conversations into tickets when human follow-up is needed.

If a customer needs help beyond the bot response, or the AI bot cannot answer their question, the bot escalates the request to a ticket.

Your team picks up in the inbox with a summarized chat, so Live chat becomes a clear path from self-serve answers to human support when the widget alone is not enough.

Tracked tickets are now updated automatically when the linked Linear issue is marked as done.

When a Linear issue reaches a done status, initdesk syncs the related ticket to Pending associate and moves it to the Focused tab, so your team knows it is time to follow up with the customer.

This closes the loop between product work in Linear and customer follow-up in initdesk without manual status checks.

You can now choose the sender name for each inbox, so replies show the right team or brand in your customer's email client instead of a generic default.

Go to Settings > Inboxes > Channels > Email settings and set the sender name for that inbox. Each inbox can use its own name, which helps when different teams or products share one initdesk organization.

The sender name applies to outbound tickets and replies from that inbox, so customers see a familiar From line in their inbox.

You can now choose how ticket references appear in emails and conversations. Go to Settings > General and pick the format that fits your team.

Use sequential numbers for simple #1, #2, #3 references, random numeric references when you want IDs that are harder to guess, or alphanumeric references when you want a mixed letter-and-number format.

The setting applies organization-wide, so new tickets follow the format you choose in subject lines, replies, and the inbox.

initdesk inboxes now support Channels, starting with Telegram, so teams can manage Telegram conversations from the same place they already handle email support.

Inboxes are no longer limited to a single email entry point. Each inbox now has a Channels area where you can review connected channels, keep email active, and add new ways for customers to reach your team as they become available.

Go to Settings > Inboxes > Channels to connect Telegram to an inbox, or read how Channels work before setting up your first channel.

Each teammate can now choose how they receive ticket updates in Settings > Notifications, so alerts match the way they work instead of relying on one organization-wide setting.

You can turn on email and/or push notifications for new tickets and customer replies, and choose how long initdesk should wait before sending notification emails.

Push notifications work in supported desktop browsers, Android, and iOS. To receive mobile notifications, save https://app.initdesk.com to your home screen first.

The initdesk API is live today. Your systems can call initdesk at https://api.initdesk.com to create and manage tickets, customers, messages, and Help Center content from CRMs, internal tools, and custom portals.

Developer docs are at developers.initdesk.com. Authenticate with an organization token from Settings → API access (X-Initdesk-Token on every request). Use the numeric organization ID from Settings → General in paths like /organizations/{organization_id}/.

This is different from BYOD (initdesk calls your endpoint for sidebar context) and webhooks (initdesk pushes events to your URL). Many teams combine all three. See API, webhooks, or BYOD for when to use each.

Get started: Connect to the initdesk API in 15 minutes. Questions: support@initdesk.com.

initdesk now supports push notifications for new tickets, so your team can see incoming customer conversations faster without keeping the inbox open all day.

When enabled, initdesk can show new ticket notifications on supported desktop browsers and Android devices. Each organization controls its own setting, so teams can choose where push alerts should be active.

Go to Settings > General > Enable new ticket notifications to turn it on for your organization.