What it is
The support desk is the duty Triages support tickets of the Customer Support Specialist. It wakes on every new conversation or customer reply, within about a minute, and either answers or hands the conversation to a person.
Where to find it
- The agent: Office › Agents › Customer Support Specialist.
- The steps: the duty page Triages support tickets, Procedure tab. Its Activity tab shows What runs today.
What happens to one conversation
- Decide. The desk sets the category, the urgency and the lane. Spam and automatic mail are routed out.
- Read. It gathers the customer's context: plan, how long they have been a customer, past tickets and usage.
- Act. It searches the help center, past solved tickets and, when connected, the product's code and the issue tracker. Then it drafts a reply and states how confident it is.
- Check the facts. Before a reply can go without a person, a second model reads it against the sources. One unsupported sentence and the reply waits for a person.
- Hand off. In Draft mode every reply waits in the Inbox. A topic the desk may not decide goes to its owner with the desk's proposed answer attached.
- Engineering. A product fault becomes an issue in your tracker, linked to the ticket.
- Learn. Closed tickets feed the next search, and the help-center keeper proposes articles for questions with no answer.
What the states mean
| State | Meaning |
|---|---|
| Active | Every source the stage uses is connected. |
| Degraded | The stage runs with less. The line says which tool to connect and what it would add. |
| Off | The stage does not run: its duty is not hired or paused, or a tool it needs is missing. |
What the desk never does
- Move money: a refund, a credit, a discount or a special price.
- Carry out a cancellation or a deletion. It may explain the steps.
- Make legal or security statements, or discuss another customer's data.
- Promise a date for a feature or a fix.
Good to know
- Only the help desk is required. Billing, product usage, the code and a tracker each make a stage better.
- Replies can also be written into the ticket as an internal note for your team, instead of or beside the Inbox. The setting is Where replies go on the duty's Settings tab.