When it comes to questions that customers have, there is one thing common to almost all support teams: Some questions are straightforward to answer, and some are complex - requiring more time to resolve, or input from other teams.
Conversations are how you communicate with customers across all channels. For simple questions, conversations are all you need.
When customers have complex queries that take longer to resolve or require input by other teams, Tickets are useful to capture details, collaborate, and keep track of progress until a resolution is reached.
Conversations are how you communicate with customers across all channels. For simple questions, conversations are all you need.
When customers have complex queries that take longer to resolve or require input by other teams, Tickets are useful to capture details, collaborate, and keep track of progress until a resolution is reached.
Creating a linked ticket from a conversation
When you identify that a customer has a complex query that will take longer to resolve or require input from another team, you can create a linked ticket from the conversation in the right hand sidebar:
When you identify that a customer has a complex query that will take longer to resolve or require input from another team, you can create a linked ticket from the conversation in the right hand sidebar:
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