Handle conversations, replies and linked tickets
AgentHub access and selected-team authorization; customer replies require the applicable ownership and open state.
My Conversations separates your active Contacts, your accessible closed history and authorized open conversations owned by teammates. The workspace combines lists, message history/reply composer and supporting ticket/instruction context.
Before you start
Confirm the selected team and owner. Closed Contacts or another agent's Contacts may open read-only for customer replies; permitted Internal notes are a different action. Read the exchange before assuming what has been promised.
Steps
- Open the relevant active, closed or team conversation section and identify the Contact by reference and timestamps.
- Read message history and check attachment provenance. Intake attachments, later-message attachments and Ticket attachments are not interchangeable.
- On a Contact you may reply to, select Reply to customer, compose a clear response and verify sending through the configured channel.
- Select Internal note for staff-only operational context. Verify the composer tab before posting.
- Inspect Linked tickets and search existing work by number or available fields before creating a duplicate case.
- Link one or more relevant Tickets, or use the permitted create action when formal tracking is needed. Check the resulting references and specialist ownership.
- End conversation when communication is complete, telling the requester how ongoing work will be followed.
Knowledge and Instructions
General Knowledge is for searching and reading authorized articles. Service Desk Instructions are controlled versioned procedures linked to a Contact with execution evidence. Use the published applicable instruction, complete required identity verification and steps, and involve a supervisor for a required skip with reason.
Expected result
Customer communication, private operational context and formal work are connected without merging their lifecycles.
Important behaviour
A Contact can link to several Tickets. Closed-contact restrictions are enforced server-side. Internal notes are not private replies to a customer; standalone Notes are also a separate dashboard, not a message thread.