Helpdesk
Manage escalations with filters and urgency.
The queue
Filter by Open, In Progress, Resolved, or Closed. Every ticket carries transcript, summary, urgency, tags, and can be assigned to your team members.
Helpdesk
3 open
Refund request — order #4521
Open
Cannot access billing portal
In progress
Room modification July 12
Open
Refund request — order #4521
mediumCustomer asked about return policy for order #4521. Agent could not verify purchase date from live data.
Transcript
“Can I still return this? I bought it three weeks ago.”
Assignee: —returnsOpen
How tickets arrive
| Surface | What you wire |
|---|---|
| Widget | Handoff after escalate: true |
| API | SSE escalate or POST /handoff/ticket |
| Link | Ticket or mailto from agent support email |
Working a ticket
- Filter the queue by status or urgency.
- Assign an owner from members with Helpdesk access.
- Reply from Helpdesk (widget or email per your deployment).
- Resolve with notes.