Lesson 104 · Support your customers
How do I handle a support conversation?
Find the request. Check the context. Choose the next step.
You’ll be able to
- Find the request that needs you
- Keep replies and notes separate
- Resolve and revisit a conversation
Transcript
You can now work through a support request from the queue to the final answer.
Open Support and choose Open to find conversations that are still active.
Sort by Longest waiting to see who has waited longest for a reply.
Assigned to me narrows the queue to your work. Open a conversation to read it.
Check the visitor details and the response-time pill before you answer.
Reply goes to the customer. Note is for your team and is not shown to the customer.
Use the assignee picker to review ownership. More actions holds the other thread controls.
When the request is finished, set its status to Resolved. You can find it again in Resolved.
Next up, bring customer Slack threads into support.
