Transcript:

In OneDesk, you can have conversations with other users and customers. These conversations can be attached to tickets, tasks, or that can be unattached. I’m going to show you how that works for creating a new conversation on a ticket.

Here, I have a ticket selected. I click create new conversation and you can see that I’m going to make a customer reply or an internal message. In this case, I’ll do a ‘customer reply’ and I can just hit the @ symbol and select who I’d like to add, and they’re automatically added both as a tag and into the recipients list here.

I click create new conversation. You can see that Jill received it and she was also added as a follower on this ticket. You can do this both with attached conversations and independent conversations. So if you’re over here in the messenger, you can also use the @ symbol to add users and customers to your conversations. Thanks.