Tickets that need worker replies are organized into buckets and shared by groups.

Tickets that are waiting for requester replies are kept out of the way. After a requester replies, the appropriate ticket is moved back to the list of available work.

Each list of tickets provides a toolbar of possible actions. Actions may be applied to specific tickets or to the entire list. The "Move to:" shortcuts adapt to your most-used buckets and groups.

After applying an action to a list of tickets you're given the opportunity to undo it.

You can preview the content of any ticket in a list by clicking the "(peek)" link next to its subject. Peek is especially helpful when confirming tickets are spam if they have an ambiguous subject. This saves you a lot of time that would otherwise be wasted clicking into each ticket and losing your place in the list.

As you report spam, your helpdesk learns to identify similar junk mail in the future. You can hover over the spam icon for any ticket in a list to see the spam probability score and a list of words Cerberus Helpdesk found most interesting when analyzing the message.

Bulk Update allows you to apply several actions at once to any tickets in a list that match your criteria. You can also use Bulk Update to modify an entire list, even if it spans several pages.

The Pile Sorter is very similar to Bulk Update, but it automatically finds the most common patterns in a list of tickets. The Pile Sorter is especially effective at removing duplicate spam messages, or sorting any tickets that have consistent subjects -- such as: new orders, receipts, newsletters, etc.

Using Inbox Filters you can train Cerberus Helpdesk to automatically sort similar mail into buckets. Not only will the filter be applied to future incoming mail, it will also be applied to the current inbox retroactively to save you the work of redundantly sorting similar mail.

You can customize your ticket lists to take full advantage of your available screen space -- adding additional columns or showing more rows per page.