Replies & notifications
Keep every customer conversation on the ticket.
Each ticket has a conversation thread that keeps the whole exchange in one place.
Adding a reply
Open a ticket and use the Write a reply box in the Conversation section. Your reply is added to the thread with your name and a timestamp, so anyone who opens the ticket later can see exactly what was said and when.
Why keep it on the ticket
When the conversation lives on the ticket — rather than scattered across personal inboxes and chats — handoffs are painless. A teammate can take over a ticket and instantly read the full history.
Notifications
DeskHelp keeps your team in the loop with in-app notifications for the events that matter, like a ticket being assigned to you. You'll find your notifications via the bell icon in the top bar.