> ## Documentation Index > Fetch the complete documentation index at: https://solvea.cx/docs/llms.txt > Use this file to discover all available pages before exploring further. # Desk Operating Logic ## Understand Desk Image Image 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. ### 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. ### 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.