---
title: "Practice home, Inbox, and estate status"
description: "Use the practice-level views that read across every client, the practice overview, the Inbox of tickets and alerts, the chat queue, and estate status."
url: "https://support.outpostplatform.com/msp/practice-home-and-inbox/"
product: "depot"
type: "how-to"
status: "draft"
ai_summary: "MSP plan. The practice-level views across all clients: Home (Practice overview tiles, charts, project and documentation widgets), Inbox > All tickets and Inbox > Alerts with a Client scope picker, Chat queue, and Estate status for incidents and maintenance that affect every client. Opening a ticket or alert moves you into that client's workspace."
availability:
  plans: ["msp"]
  preview: false
source: "https://gitlab.com/outpostplatform/docs/-/edit/main/src/content/docs/msp/practice-home-and-inbox.mdx"
license: "CC BY 4.0"
---

# Practice home, Inbox, and estate status

At the practice level, a few views read across every client at once, so you
can see where work is waiting before you pick a client. This page covers the
practice overview, the **Inbox** of tickets and alerts, the **Chat queue**,
and **Estate status**. For the practice-level reports, see
[MSP reports](/msp/msp-reports/).

## Before you begin

- You are on the MSP plan, at the practice level. Select **Return home** if
  you are inside a client's workspace.
- Each view shows only what your permissions allow. For example, the
  **Chat queue** entry appears only for technicians who hold `chat:agent`.

## How the cross-client views behave

- **They open the client you need.** Opening a ticket or an alert from the
  practice level takes you into that client's workspace.
- **They pick a client as a scope, not a filter.** The **Client** box at the
  top of the **Inbox** pages chooses whose items you see, **Every client** by
  default. It stays set when you clear the other filters.
- **They say when a client is missing.** If a client cannot be reached, the
  page shows a warning such as **This list is incomplete** or **Some clients
  are not included**, and lists the rest.

## Read the practice overview

Select **Home**. At the practice level the page is **Practice overview**,
described as **Every client you run, at a glance.**

The **Dashboard scope** picker starts at **Global**. Choose a client or a site
nested under that client to narrow the overview. The picker is searchable when
it has more than 5 entries, and your choice is remembered in your user profile.
Fleet, alerts, patches, and tickets narrow by site. Incidents, discovery,
project widgets, and documentation reminders remain client-wide, and with a
site chosen the page lists them under **Client-wide sections**. See
[Home dashboard scope](/depot/#scope-the-home-dashboard).

To read one site's figures without changing your **Dashboard scope**, open
the site's **Overview** tab inside the client's workspace. It shows the same
tiles and charts for that site alone, not its child sites, with its least
healthy endpoints. See
[Read a site's overview](/endpoints/organize-endpoints/#read-a-sites-overview).

With **Global** selected, it shows tiles across every client for endpoints online, open alerts, open
incidents, open tickets, patch-compliant endpoints, and missing critical
patches, followed by the **Fleet status** and **Open alerts by severity**
charts. Selecting a tile opens the practice view behind it, such as
**Clients** for endpoints or the **Inbox** for tickets. The **As of** time
shows when the figures were read.

If you can read projects, the page also shows your project figures: tasks due
for you, projects at risk, appointments this week, and budget alerts, with
**Projects at risk** and **This week** cards. See [Projects](/msp/projects/).

## Work the Inbox

### All tickets

Select **Inbox** > **All tickets** to see tickets across every client, newest
activity first.

| Column | What it shows |
| --- | --- |
| **Client** | The client the ticket belongs to |
| **Ticket** | The reference and subject |
| **Requester** | Who raised it |
| **Status** | The ticket status |
| **Priority** | The ticket priority |
| **Updated** | The last activity |

The **Open** and **Breached** tiles count open tickets and tickets past their
SLA. The search box matches subject words of three letters or more, a full
reference, or a requester's email address. The list opens on the **Still open** view. The
other built-in views are **Urgent and critical**, **Nobody has taken**, **Missed
SLA**, and **Everything**.

Select a ticket to open it in its client's workspace. Working a ticket is
described in [Tickets](/service-desk/tickets/).

### Alerts

Select **Inbox** > **Alerts** to see live conditions across every client,
worst first. This needs `alert:read`.

| Column | What it shows |
| --- | --- |
| **Client** | The client the alert belongs to |
| **Severity** | How serious it is |
| **Alert** | The alert title |
| **Endpoint** | The endpoint it is about, or **No endpoint** |
| **Category** | What kind of alert it is |
| **Times** | How many times the condition has fired since it was first seen |
| **Last seen** | When it last fired |
| **State** | Open or acknowledged |

The **Open**, **Critical**, and **Acknowledged** tiles count the alerts on the
page. Search matches the alert title only. The **Inbox** entry in the
navigation carries the number of open critical alerts across your clients.
Working an alert is described in [Alerts](/service-desk/alerts/).

## Take live chats from every client

Select **Chat queue** to see everyone waiting for a technician, across every
client, longest wait first. Select **Take it** to answer one. This entry needs
`chat:agent`. See [Live chat](/service-desk/live-chat/).

## Manage estate status

Select **Estate status** for incidents and planned work that affect every
client at once, such as an outage in a service all your clients depend on. It
also shows which clients publish a status page of their own.

| Card | What it is for |
| --- | --- |
| Estate incidents | **Declare estate incident** opens an incident for every client or for named clients. |
| **Estate components** | The parts every client depends on. |
| **Estate maintenance** | Maintenance windows that affect every client. |
| **Your status page** | The status page published under your practice's own name. |
| **Client status pages** | Which clients publish a status page, and its address. |

See [Estate status](/service-desk/status-pages/#estate-status) for the steps.

## Verify

- With **Client** set to **Every client**, the **Inbox** lists tickets from
  more than one client, and each row names its client.
- Selecting a row opens that client's workspace, with the client's name in the
  bar above the page.

## Next steps

- [Tickets](/service-desk/tickets/)
- [MSP reports](/msp/msp-reports/)
- [Add and manage clients](/msp/clients/)