Help centre
The answer to your question may already be here — have a look before opening a request.
Using the inbox
View, reply to, assign, snooze and merge conversations.
- How do I escalate a customer request to the IT team?Escalate a conversation to Service Desk.
- What does changing a conversation's priority do?Priority levels and SLA targets.
- How do I manage customer and company records?People, companies, merging and private notes.
- How do I remove sensitive information from a message?Redact a message permanently.
- How do I snooze a conversation?Temporarily set a conversation aside until a chosen time.
- What do conversation statuses mean?New, Open, Waiting for customer, Pending, Resolved and Closed.
- How do I merge duplicate conversations?Combine conversations from the same customer.
- How do I assign conversations?Assign agents or teams and use bulk actions.
- How do I write an internal note and mention a teammate?Private team notes and @mentions.
- Which inbox views and filters are available?Browse, search and filter conversations.
- Can I add CC recipients or forward a message?CC, forwarding and retrying failed replies.
- How can I avoid two agents replying to the same conversation?Live viewing and typing indicators.
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