Every conversation in Desk is a thread: the customer's messages, your replies and your internal notes, in order. This page covers finding threads and managing them.
Views
The tabs at the top of the left column are your day-to-day views:
| View | What it shows |
|---|---|
| Mine | Open conversations assigned to you |
| Needs reply | Open conversations where the customer is waiting for an answer |
| Unassigned | Open conversations nobody owns yet |
| Resolved | Conversations you have closed |
Each tab shows a count. Click the search button next to Desk to open more: the View menu adds All open, Overdue and Spam, and you can filter by assignee.
A coloured bar on a thread means the customer has been waiting. The row says "Needs reply" with how long, and turns red once the customer has waited a full day. If you set a response time goal, open threads close to their deadline read "Due in 18m" and past-deadline ones read "Overdue".
Search
Open the search box, type, and press Enter or click Search. Click Open next conversation to jump to the next thread in the list after you finish one.
Open a conversation
Click a thread. Its header shows the subject, the channel (Email, Form, Survey and so on) and a thread number. If a teammate has the same thread open you see "Also here" with their name, so you do not answer twice.
Assign, snooze, resolve
From the conversation header:
- Assignment (the grey label) - choose Assign to me, pick a teammate, or Unassign.
- Snooze - for 3 hours, until tomorrow, for a week, or until a date and time you pick. Unsnooze brings it back. Mark as spam is in the same menu.
- Mark resolved - closes the thread. Reopen puts it back.
A new email from the customer reopens a resolved or snoozed thread automatically. Threads marked as spam stay spam.
Details: deadline and tags
In the right column, open Details to set a Reply due date and time and add comma-separated Tags (for example billing, urgent), then Save details.
Bulk assign
Hover a thread and tick its checkbox. When something is selected, the search panel shows "N selected", an Assign to menu and an Assign button. Pick a teammate and click Assign to hand the whole selection over in one step.
Earlier conversations
The Conversations line in the contact column shows how many earlier threads that person has had and how many are still open. Click it to see them and jump to one.
Next
- Replying and saved replies →
- Routing rules → - assign new threads automatically