Helpdesk

Helpdesk keeps the emails your customers send in one list the whole team works from. Each email starts a conversation, and the customer's later emails join it. Someone takes the conversation, answers it, and closes it once it is done. Customers get your replies as ordinary emails from your support address.

How mail reaches Helpdesk

Mail comes in through an inbox. Each inbox has a Magpie address, such as acme-support@helpdesk.magpie.diy. Forward your support address to it at your email provider, and every message to your support address arrives in Helpdesk. An inbox can also use one of the team's shared Mail mailboxes, so replies go from your own address. See Set up a Helpdesk inbox.

People can also write to an inbox from its contact page, a page on Magpie with a short form, which you can link from your website. See The Helpdesk contact page and the customer's conversation page.

A conversation's state

• Open: it needs an answer. A new conversation starts Open, and one reopens when the customer writes again.
• Waiting: you are waiting for the customer.
• Closed: it is done.
• Spam: it is not a real message. Later messages from the same address go straight to Spam, and Spam is deleted after 30 days.

The list opens on Open. Unassigned and Mine show the open and waiting conversations nobody has taken, and the ones assigned to you. See Answer Helpdesk conversations.

Who can do what

• Members who can open Helpdesk read conversations, inboxes and saved replies.
• Members with edit access answer, write notes, assign, tag, close and move conversations, write saved replies and follow inboxes.
• Team admins add, change, archive and restore inboxes, connect a Mail mailbox, turn on the contact page and the acknowledgement, and rename and archive tags.

A team on the Free plan can have 1 inbox, and 5 on Pro or Team. Each inbox keeps up to 5 GB of attachments.

Emails you get

Helpdesk emails you when someone else assigns you a conversation, and when the customer of a conversation assigned to you writes. You can turn either off in Helpdesk settings under Your notifications, where you can also follow inboxes, to hear about every new conversation in them. If a reply you sent cannot be delivered, Helpdesk emails you once.

Dashboard lists the conversations assigned to you whose customer wrote last, from every team. You can hide the list from its ⋯ menu or in Account settings → Dashboard.

Tags

A tag is a word you file conversations under, such as Billing. Add one from a conversation's Tags. Helpdesk settings renames and archives tags; an archived tag stays on its conversations and is no longer offered.

If Helpdesk does something this page does not explain, Contact support.