Tickets

Inbox, reminders, due dates, and follow-through.

• Managing tickets

  Open, pending, resolved, and closed — and who owns the next reply.

• Replying to customers

  Customer replies are emailed with any attachments. Internal notes are not.

• Using internal notes

  Internal notes never appear to customers or in customer email.

• Assigning tickets

  New requests go to the account owner; reassign from the ticket sidebar.

• Using canned responses

  Insert a saved reply, then edit it before sending.

• Understanding ticket statuses

  Staff customer replies move open tickets to pending; customer replies move them back to open.

• Reminding yourself about a ticket

  Snooze work and bring it back when you’re ready — without emailing the customer.

• What Needs attention means

  Desk surfaces tickets that may be getting forgotten — and tells you why.

• Setting ticket due dates

  Due dates are for work that actually needs to be finished by a time.

• Ticket priorities

  Low, Normal, High, and Urgent — without forcing a choice on every request.

• Internal tickets and work requests

  Use the same ticket inbox for customer help and internal follow-through.

• Setting up SLAs

  Optional response and resolution targets for teams that need them.

• Notification preferences

  Choose which follow-ups reach you in Desk and by email.

• Collecting feature requests

  A searchable roadmap where customers suggest and vote on ideas, kept separate from tickets.

• Building and embedding forms

  Create intake forms once, then show them as a classic layout or step-by-step conversational screens.