Support

How to use it

• Pick a conversation on the left. "Needs a reply" means the assistant handed it to a person. A dot means something new since you last read it.
• Reply at the bottom. Attach up to 5 files (images, PDF or text, 25 MB each). A file shows "checking the file" until it is cleared.
• Use Saved replies for answers you send often, and the bookmark button to save the reply you just wrote.
• Internal notes are for your team only. The person who asked never sees them, and they are not in exports.
• Assign a conversation to yourself or a teammate with Support access. Resolve or Close it when it is done; Reopen brings it back.
• Message an agent starts a conversation with one of your agents.
• Your AI assistant (Settings → MCP) can read tickets, reply, message an agent, assign, add notes, change status, save replies and edit personas. Every change shows you a preview first and waits for your yes. Files and persona pictures stay in the console.

Common problems

A manager cannot open this page. Give them Support access in Settings → Team. Without it the page stays closed to them, and they drop off the Assigned to list.

You need the platform's support rather than your team. Use the support bubble in the corner. This page only holds your team's conversations.