Answer Helpdesk conversations

Helpdesk lists the team's conversations, newest activity first. The tabs narrow it to Unassigned, Mine, Open, Waiting, Closed and Spam, each with its count. Search finds a conversation by its subject, its number (such as #1024), the customer's name or address, or the words in its messages. With more than one inbox, choose one to see only its conversations.

Take and answer a conversation

Open a conversation to read its messages, oldest first. Assign to me takes it; the Assignee chooses someone else who can answer in Helpdesk. The Status, Tags and the customer's name change where they are shown.

Write in the box under the messages:

• Reply goes to the customer, from the inbox's address, with the inbox's signature and a link where they can read and answer the conversation online. Send and close sends it and opens the next conversation in your list.
• Note is seen only by the team.

What you type is kept as a draft as you write, for you alone. You can add pictures and attachments, and insert a saved reply from Saved replies. If the customer's last message had other people in Cc, the box offers to include them.

While someone else has the conversation open, the page names them, and says when they are writing a reply. If someone replies while you are writing, a line under the box says so.

When a reply is not delivered

If the customer's provider cannot deliver a reply, it shows Not delivered with the reason, the conversation reopens, and the person who sent it gets an email.

Change many at once

Tick conversations in the list to assign them, set their status, tag them, mark them as spam or move them to Trash. Undo in the message puts a change back.

Start a conversation yourself

New conversation takes a customer's address and a subject and opens the reply box; your first reply starts the conversation.

Spam

Mark as spam, in a conversation's More menu, moves it to Spam and sends the same address's later messages there too. Not spam brings it back and stops that. Spam is deleted after 30 days.

If a conversation does something this page does not explain, Contact support.