Response Desk (just Desk in the app) is one inbox for every conversation that reaches you. Instead of checking your mailbox, your forms, your surveys and your feedback boards separately, people who write to you show up in a single list and you answer them from one place.
Open it from the sidebar under Desk.
What lands in Desk
- Email sent to a Formspring inbox address for your project, or forwarded from your own support address. See Email channels.
- Form responses that include an email address.
- Survey responses that include a comment.
- Funnel leads.
- Feedback posts from your feedback boards.
- Messages from your help center - the "Still need help?" box and the contact form. See Publishing your help center.
You choose which of these open conversations under Desk settings → Channels, in the "Forms, surveys and pages" list. Switch a source off and it stops creating new conversations.
The three panes
Desk is laid out in three columns, and on a phone the list and the conversation take turns:
- Conversations (left) - your views (Mine, Needs reply, Unassigned, Resolved) and the list of threads, with search and filters.
- The conversation (middle) - the full thread, the assign, snooze and resolve controls, and one composer for replies and internal notes.
- The contact (right) - who you are talking to, their earlier conversations, suggested help center articles, the original form or survey answers, and a Details box for the reply deadline and tags.
What you can do
- Assign conversations to teammates, or let routing rules do it for you.
- Reply by email from your own address, with saved replies and help center articles.
- Leave internal notes only your team sees.
- Set a first-reply goal and track it in analytics and the weekly report.
Plans and limits
Response Desk and the knowledge base are part of the Scale plan. Free, Pro and Team do not include them.
| Free | Pro | Team | Scale | |
|---|---|---|---|---|
| Response Desk | - | - | - | Yes |
| Knowledge base and help center | - | - | - | Yes |
| Connected email addresses | - | - | - | 3 |
Each project also gets its own inbox address, which is not counted in the three connected addresses. See Plans for the full comparison.
Next
- Inbox and threads → - views, assigning, snoozing and bulk actions
- Email channels → - receive and send from your own address