A support conversation needs a clear next step. Help Desk keeps the customer's request, your replies, and the team's internal notes together.
Help Desk is available only where enabled. Reading, responding, and managing it are separate permissions. You also need access to the relevant project; a project shared from another organization does not automatically expose its customer conversations.
Create a ticket from a call or chat
- Open the Help Desk ticket-creation form.
- Enter Subject and Request details.
- Add Customer name and Customer email when appropriate.
- Choose a Project when required, then review Status and Priority.
- Select Create ticket and check the saved request.
A customer email can trigger confirmation and later updates. Check the address before saving. Without an email, the request is saved without customer emails. In central mode, requests without projects are limited to organization admins.
Reply to the customer
Open the ticket, leave Internal note unchecked, and write in Reply to customer. Check the message and customer details, then select Send reply to customer.
Read the resulting status. Acceptance by the email provider does not prove delivery or that the customer read it. Check an error before sending the same reply again.
Add an internal note
Select Internal note (visible to your team, never emailed), write the note, and choose Add internal note. Check that it appears in the ticket.
Use Save ticket changes when editing the ticket's fields. Saving fields, sending a customer reply, and adding a note are separate actions.