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 in the module sidebar.
3. Open conversations appear in the list on the left, newest first. Conversations nobody owns yet are tagged Unassigned, and customers who are still waiting for an answer are tagged Waiting longest.

Click Filter to narrow the list by state (open or closed), assignee (all, your inbox, or unassigned), and sort order. Use the sidebar to jump straight to the Email or Phone inbox.

Pick up a conversation

1. Click a row to open the thread.
2. Read the customer message and any earlier history in the thread.
3. Click Assign in the header and choose yourself (or a teammate) so others know who owns it.

Reply in the composer at the bottom and press Enter (or click Send reply). Customers receive your answer on the channel they used, for example email or chat.

Add an internal note

Switch the composer from Reply to Note to write something only your team can see. Notes are marked Internal note in the thread and are never sent to the customer.

Close the conversation

A conversation is either open or closed.

1. Open the conversation.
2. Click the checkmark in the header to close it.
3. To reopen it later, filter the list by Closed, open the conversation, and click the checkmark again.

The thread records who assigned, closed, or reopened the conversation.

Next steps

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