The support desk

Website chat and email in a shared inbox.

• Switch on website chat and email under Settings, Inbox, and add the sites allowed to show the chat window.
• Conversations appear in the Inbox. Open one to read the thread, reply, add a private note, or hand it to a named teammate.
• Under Desk setup, set the name teammates see, save up to 100 replies, and set an optional first-reply target in hours.
• The inbox shows median and slow-end first-reply times, who is waiting, and how many are past the target.
• Visitors and the team can send pictures, PDFs and plain text (5 MB each, up to 3 per message). Files are always downloads and are not virus scanned.
• Send a customer's message to the review queue and see a live card of what came of it.

If two people try to reply at once, the second is asked to read the new messages first.