Help Desk is for requests that need a clear status, like "my invoice has the wrong address". It's distinct from Messages, which is open-ended chat. Add the app from the App Library.

What clients do

In the portal, clients open Help Desk, choose New ticket, and enter a subject, a category and a description. They can follow the ticket and add replies.

What your team does

• Tickets appear in Help Desk with their subject, category, priority and when they were last updated.
• Open a ticket to read it, reply, and add an internal note only your team sees.
• Change the status as you go: Open, Pending (waiting on someone), Resolved or Closed. Change the priority the same way.
• You get an email when a new ticket arrives (if New help desk tickets is on in Settings → Notifications), and clients get an email when you reply.