Navigation Overview
Learn how to navigate Relay efficiently using the dashboard layout and keyboard shortcuts.
Dashboard Layout
Main Navigation (Left Sidebar)
The left sidebar provides access to all major sections:
| Icon | Section | Description |
|---|---|---|
| 📥 | Inbox | Smart inbox with all tickets |
| 👥 | Customers | Customer profiles and history |
| 📚 | Articles | Knowledge base management |
| 📊 | Analytics | Reports and metrics |
| ⚡ | Automations | Workflow automation rules |
| ⚙️ | Settings | Organization configuration |
Inbox Views
The inbox has three main columns (Smart Inbox view):
| Column | Description |
|---|---|
| Triaged | New tickets analyzed by AI |
| Active | Tickets being worked on |
| On Hold | Waiting for customer response |
Ticket Detail View
When viewing a ticket, the layout includes:
┌─────────────────────────────────────────────────────────┐
│ Header: Subject, Status, Priority, Assignee │
├───────────────────────────────────┬─────────────────────┤
│ │ │
│ Conversation Thread │ AI Insights │
│ - Messages │ - Summary │
│ - Notes │ - Sentiment │
│ - Timeline │ - Suggestions │
│ │ - Similar Tickets │
│ │ │
├───────────────────────────────────┴─────────────────────┤
│ Reply Composer │
└─────────────────────────────────────────────────────────┘
Command Palette
Press Cmd/Ctrl + K to open the command palette—the fastest way to navigate.
What You Can Do
- Search tickets: Type ticket number or keywords
- Search customers: Find customers by name or email
- Navigate: Jump to any section instantly
- Actions: Run common actions quickly
Examples
| Type | Action |
|---|---|
#1234 | Jump to ticket #1234 |
john@example.com | Find customer |
settings | Go to settings |
new ticket | Create ticket |
Keyboard Shortcuts
Global Shortcuts
| Shortcut | Action |
|---|---|
Cmd/Ctrl + K | Open command palette |
Cmd/Ctrl + / | Show keyboard shortcuts |
G then I | Go to Inbox |
G then C | Go to Customers |
G then A | Go to Articles |
G then S | Go to Settings |
Ticket List Shortcuts
| Shortcut | Action |
|---|---|
J | Next ticket |
K | Previous ticket |
Enter | Open selected ticket |
X | Select/deselect ticket |
Shift + X | Select range |
Cmd/Ctrl + A | Select all visible |
Ticket Detail Shortcuts
| Shortcut | Action |
|---|---|
R | Reply |
N | Add internal note |
E | Edit ticket |
A | Assign ticket |
P | Set priority |
T | Add tag |
S | Change status |
M | Apply macro |
Cmd/Ctrl + Enter | Send reply |
Escape | Close/cancel |
Editor Shortcuts
| Shortcut | Action |
|---|---|
Cmd/Ctrl + B | Bold |
Cmd/Ctrl + I | Italic |
Cmd/Ctrl + U | Underline |
Cmd/Ctrl + K | Insert link |
Cmd/Ctrl + Shift + 7 | Numbered list |
Cmd/Ctrl + Shift + 8 | Bullet list |
Filters & Search
Quick Filters
Use the filter bar above the ticket list:
| Filter | Options |
|---|---|
| Status | Open, Pending, Resolved, Closed |
| Priority | Urgent, High, Normal, Low |
| Assignee | Specific agent or Unassigned |
| Tags | Any configured tags |
| Channel | Email, Widget, SMS, etc. |
| Date Range | Created or updated date |
Search Syntax
Use these operators in the search box:
| Operator | Example | Description |
|---|---|---|
status: | status:open | Filter by status |
priority: | priority:urgent | Filter by priority |
assignee: | assignee:john | Filter by assignee |
tag: | tag:billing | Filter by tag |
from: | from:john@example.com | Filter by customer email |
"phrase" | "password reset" | Exact phrase match |
Combining Filters
Combine multiple filters with spaces:
status:open priority:urgent tag:billing
Saved Views
Save your commonly used filter combinations:
- Apply your desired filters
- Click Save View
- Name your view
- Access it from the sidebar
Default Views
- My Tickets: Assigned to you
- Unassigned: No assignee
- Urgent: High priority tickets
- Recent: Last 24 hours
Notifications
Notification Bell
Click the bell icon in the header to see recent notifications:
- New ticket assignments
- Mentions in notes
- SLA warnings
- Customer replies
Notification Settings
Configure what triggers notifications in Settings → Notifications:
- Email notifications
- In-app notifications
- Notification rules
Quick Actions
From Ticket List
Right-click a ticket or use the ... menu for quick actions:
- Assign
- Change status
- Set priority
- Add tag
- Apply macro
- Delete
Bulk Actions
Select multiple tickets to show the bulk action toolbar:
- Bulk assign
- Bulk status change
- Bulk tag
- Bulk reply
- Bulk delete
Tips for Efficiency
-
Master Cmd/Ctrl + K: The command palette is your fastest navigation tool
-
Use keyboard shortcuts: Learn the most common ones (R, A, S, T)
-
Create saved views: Build views for your common workflows
-
Customize notifications: Only get alerted for what matters
-
Use bulk actions: Handle similar tickets together
Accessibility
Relay supports:
- Keyboard-only navigation
- Screen reader compatibility
- High contrast mode (via system preferences)
- Reduced motion (via system preferences)