Handle support tickets

Work incoming support requests from the WeldDesk inbox through resolution.

Open the inbox

1. Open WeldDesk from the app rail.
2. Select Inbox or Tickets in the module sidebar.
3. Unassigned and open conversations appear at the top of the queue.

Use filters for status, assignee, channel (email vs chat), or priority.

Pick up a conversation

1. Click a row to open the thread.
2. Read the customer message and any prior history in the panel.
3. Click Assign to me (or assign to a teammate) so others know who owns it.

Reply in the composer at the bottom — customers receive email or chat responses depending on channel.

Update ticket status

Common statuses include Open, Pending (waiting on customer), Resolved, and Closed.

1. Open the ticket.
2. Change Status in the header or properties sidebar.
3. Add an internal note if teammates need context without emailing the customer.

Use saved replies and knowledge base

• Insert canned responses for frequent answers.
• Link knowledge base articles when a public doc answers the question.
• Snooze or archive when waiting on the customer.

Close the loop

When the issue is fixed, set status to Resolved or Closed. Some workspaces send a satisfaction survey automatically.

Next steps

• WeldDesk overview
• WeldMail overview — if support runs primarily over email