Documentation / Conversations
Documentation
- Getting Started
- Installation
- Frontend Setup
- Theming
- User Model
- Authorization
- Configuration
- Routes
- Tickets
- Public Tickets
- Bulk Actions
- Conversations
- Statuses & Priorities
- SLAs & Escalation
- Macros
- Automation Types
- Custom Ticket Actions
- Automations
- Newsletters
- Workflows
- Followers
- Satisfaction Ratings
- Collaboration
- Keyboard Shortcuts
- Events
- Scheduling
- Notifications
- Inbound Email
- Importing Data
- Single Sign-On
- REST API
- Management Commands
- Mobile SDKs
- Contributing
- Plugin Development
- Compare
Conversations
Each ticket contains a threaded conversation between the requester and support agents. Internal notes let your team collaborate without exposing messages to the customer.
Note:
- Public replies visible to both customer and agents
- Internal notes visible only to agents
- File attachments on replies (configurable size and count limits)
- Canned responses for common agent replies
- Pinnable internal notes -- pin important notes to the top of the ticket for quick reference
- Side conversations for collaborators outside the main requester thread