Support

The support inbox: conversations, tickets, SLAs, macros, and status pages.

DU
Demo User
By Demo User·11 articles
SupportAnswer customers in real time and track requests that need more than one reply.
2 min read
Configure office hoursSet your team's schedule so SLA timers and customer messaging know when you're online.
1 min read
Configure ticket typesDefine intake fields for customer, back-office, and tracker tickets.
2 min read
Handle conversationsManage the conversation lifecycle, priority, internal notes, CSAT, and handoffs from Quinn.
4 min read
Manage support ticketsTrack requests with admin-defined statuses that map to a fixed customer-facing stage.
5 min read
Save inbox viewsTurn a filter and sort combination into a reusable, pinnable view in the inbox.
1 min read
Set SLA policiesDefine response and resolution targets, applied to conversations through a workflow action.
2 min read
Set up a status pageReport incidents, track uptime, and schedule maintenance on a public status page.
3 min read
Set up the email channelRoute inbound support email into conversations and verify the domains you send from.
3 min read
Use macrosInsert saved replies and bundled actions from the conversation composer.
1 min read
Work the support inboxTriage conversations and tickets from one unified inbox with scopes, filters, and bulk actions.
4 min read