Conversations

Manage conversations

Use queues, statuses, and ownership to keep support execution predictable.

Samdesk execution pattern

Use this checklist for consistent case execution:

Define owner and expected outcome before taking action.
Work in fixed sequence: triage -> action -> validation -> follow-up.
Log key decisions briefly so handoffs and escalations stay clean.

Goal

Every incoming issue gets ownership, status, and a clear next action quickly.

Daily flow

Start from Open + Unassigned queues.
Take or assign the conversation.
Move status correctly (pending when waiting, resolved when done).
Apply labels for reporting and workflow routing.

Important actions

Mark unread for deferred follow-up.
Merge for duplicate threads.
Transfer for specialized escalations.

Returns use case in inbox

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