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Getting StartedHome → Users Manual → Workspace: Request Grid → Previewing a Request from the Grid
4.3. Previewing a Request from the Grid
Updated: 3 Sep 2026, 10:05 PM EDT
Clicking the request text in any request grid (the Inbox, My Queue, or a filter) opens a preview of that request in a modal window, without leaving the grid. The preview shows the full request history, the customer details, and the request's current category, status and assignment, so you can decide what to do with a request before you open it.
What's in the preview
The top bar of the preview shows the request ID, linked to the full request page. If the request is unassigned, a Take It button appears beside it, which assigns the request to you and opens it.
Below the top bar is the request itself: the customer's details, the request details, and every history item in the same layout as the request page.
Spam and Trash quick actions
As of HelpSpot 5.8.4, the preview's top bar also includes two quick actions next to the request ID:
- Spam (the ban icon) — flags the request as SPAM and moves it to the SPAM view. This also trains the SPAM filter, as described in SPAM & Trash.
- Trash (the trash-can icon) — moves the request to the Trash. Use this for bounces, test requests, duplicates, and anything else that should not be worked or counted in reporting.
These are the same actions available from the quick action buttons at the bottom of the grid; the difference is that you can act on a request while you are looking at it, rather than closing the preview, finding the row, and ticking its checkbox.
After you mark a request as Spam or Trash from the preview, the row is removed from the grid behind it and the preview advances to the next request in the list, so you can work through a queue of suspect requests one after another. When you act on the last request in the list, the preview closes.
Permissions
The Spam action only appears for users whose permission group has Manage SPAM (mark as and delete) enabled, and the Trash action only appears with Manage Trash (mark as and delete). Users without these permissions still see the preview, just without the corresponding buttons. Permissions are set by Administrators in Admin > Groups; see Permission Groups.