Help Desk
Handle live customer conversations in one service workspace.
When to use it
Use it to answer chats, hand over work, categorize requests and close conversations.
Where to find it
Click here: Help Desk → All
Step-by-step instructions
Click here: Help Desk → All
Find the conversation folders
All (2) shows all conversations. In queue (3) contains In Workflow and Waiting to Assign; Your inbox is above marker 4. No conversation means there are no conversations yet, not that chat is unavailable.
On this image, 1 is Help Desk; 2 is All; 3 marks In queue; 4 is just below Your inbox; 5 marks the settings area near Assignment limit. The account menu is not expanded.Click to enlarge Click here: account avatar at bottom left → On duty
Check your duty status
On duty is in the account/avatar menu at the bottom of the main left rail. That menu is not expanded in the image above. Schedules do not switch duty status automatically. If new chats do not arrive, ask an administrator to check team membership and Assignment limit.
Click here: Help Desk → Your inbox
Open an assigned conversation
Once conversations exist, click a row to load its history and customer details on the right. Review the history and assignment first; internal notes and customer replies use different modes. This empty workspace has no row to open yet.