Help Desk
Overview
Manage customer support tickets and conversations from a central help desk.
Documentation Index
Fetch the complete documentation index at: /llms.txt
Use this file to discover all available QwryAI pages before exploring further.
The QwryAI help desk is the support workspace for customer conversations that need human attention. Agents can review tickets, search customers, manage assignment, respond publicly, leave internal notes, and keep the original chatbot conversation connected to the support record.
- Start with Your Inbox, Mentions, All, Unassigned, and Solved.
- Open the ticket detail panel before replying so you understand the requester and previous tickets.
Tickets Inbox
The inbox is organized around queues and ticket ownership. Use Your Inbox for tickets assigned to you, Mentions for internal notes that tagged you, All for every ticket, Unassigned for new work without an owner, Solved for resolved tickets, and Conversations for chatbot conversations that may not have become tickets yet.
| Area | What it shows |
|---|---|
| Requester | The customer who submitted the ticket, including available profile fields such as name, email, external ID, and phone number. |
| Assignee | The teammate responsible for the ticket. Assignment can be manual or automatic. |
| Thread | Customer replies, agent replies, internal notes, and system events for assignment or status changes. |
| Details panel | Ticket ID, status, subject, submission date, customer context, previous tickets, notes, and the link back to the original conversation. |
Ticket status examples
| Status | When to use it |
|---|---|
| Open | The issue needs an agent response or investigation. |
| On You | The ticket is assigned to you and waiting for your next action. |
| On Customer | The team has replied and is waiting for the customer. |
| On Hold | The ticket is paused because of an external dependency. Add an internal note explaining why. |
| Solved | The customer issue is resolved or intentionally closed. |
Replying to Tickets
- Reply sends a public message to the customer.
- Note saves an internal-only message for your team.
- @mentions are available in notes and notify the mentioned teammate.
- Attachments should be checked for sensitive data before sending.
- AI Compose can help draft a response, but the agent should review it before sending.
Recommended Ticket Workflow
- A customer request creates a new ticket.
- An agent opens the ticket and checks the customer context.
- The ticket is assigned manually or automatically.
- The agent replies publicly or adds an internal note.
- After replying, set the status to On Customer when waiting for the customer.
- Use On Hold only when you are waiting on an external dependency and add a note explaining why.
- Close the ticket only after the customer issue is resolved.