Desk Operating Logic

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Understand Desk

Desk works from left to right: choose a view, open a ticket, read context, reply, note, and update status. Desk is where customer work happens. A good Desk habit is simple:

1. Pick the right view or queue.
2. Open the oldest or highest-priority ticket.
3. Read the conversation and customer context.
4. Reply on the correct channel.
5. Add an internal note if a teammate needs context.
6. Change the ticket status so the queue stays clean.

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What a Ticket Can Contain

A ticket can include email messages, live chat messages, SMS messages, voice call records, recordings, transcripts, AI summaries, notes, customer details, and status history.

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Practical Desk Rules

• Do not close a ticket until the customer need is handled.
• Use notes for teammate context, never for customer replies.
• Keep one customer issue in one thread when possible.
• If text gets too slow, use browser calling.