Common issues and solutions

Common issues are problems that need diagnosis or a supported recovery action. Use Issues for reported problems and their statistics, and use Desk for triage and follow-up work. Issues is the recovery and exception path after the primary work is complete; Desk is the work queue for deciding what needs attention next.

Before you start

Before you begin, select the project whose issues or support threads you need to review. Issue data and Desk threads are scoped to the selected project. The Issues destination has no record-entry form; it provides statistics and links to All issues and Boards.

If no project is selected, Issues shows No project selected with Pick a project from the switcher to see its reported issues. Desk shows No project selected with Pick a project from the switcher to open the Desk.

Find the recovery surface

The Issues overview is the project-scoped starting point for reported issues. Desk is the project- scoped starting point for support threads that need triage or follow-up.

Prerequisites

• You have selected the project that owns the work.
• You know whether you need an issue list, a board view, or a Desk queue.

Steps

1. Open the Issues or Desk destination.

2. Choose the view that matches what you need to do:

   If you need to…	Select
   Open the complete issue list	All issues
   Open issues arranged on boards	Boards
   Open the complete issue list from Recent Reports	View all
   Review threads needing a first response	Needs first response
   Review threads needing the next response	Needs next response
   Review work being investigated	Investigating
   Review threads waiting for the customer	Waiting for customer
   Review work paused for later	Paused for later
   Review work completed today	Done today
   Review your threads	Your threads
   Review threads without an assignee	Unassigned

Result: The selected issue view or Desk queue is on screen.

Understand the recovery screen

The Issues overview gives you a reporting period, statistics, and routes into issue lists and boards. Desk gives you queues, a thread list, and a thread workspace with reply and state controls.

On Issues, Time range offers these reporting periods:

Refresh reloads the chart and issue data. The overview can show No activity in this period yet, No daily activity yet, No priority data yet, No resolved tickets yet to analyze, Reported issues will appear here., No category data yet, No audience data yet, or No reported pages yet when the corresponding area has no data.

The Issues overview presents 13 buttons, including the reporting-period and navigation controls described above. One visible control has no label.

In Desk, the thread workspace contains a Reply composer and an Internal note mode. Internal note keeps the note for your team. Preview changes to Write while the message preview is open. With an empty composer, Preview and the send controls are disabled. The reply actions become available after text is entered; Send & done marks the thread done. Attach is disabled.

If no thread is open, Desk shows No thread open with keyboard guidance. A thread can show these state controls: Investigating, Waiting for customer, Paused, and Done. A paused thread can show Wake now; a completed thread can show Reopen.

The next recovery procedure begins after you open a thread from the selected Desk queue.

Recover a thread from Desk

A Desk thread is a support item that you triage, communicate about, and move through a follow-up state. Use the queue that matches the work, then apply the action that matches the thread's current condition.

Prerequisites

• You have selected a Desk queue.
• You have opened the thread you need to handle.
• You know whether your message is for the customer or your team.

Steps

1. Select the Desk queue identified in Find the recovery surface.

2. Select the thread in the list to open its workspace.

3. Choose the action that matches your purpose:

   If you need to…	Select
   Add a message for your team	Internal note
   Check the customer-facing formatting before sending	Preview
   Return from the preview to editing	Write
   Send a customer reply	Send
   Send a reply and finish the thread	Send & done
   Move the thread into investigation	Investigating
   Mark that you are waiting for the customer	Waiting for customer
   Pause the thread for later	Paused
   Mark the thread done	Done
   Wake a paused thread	Wake now
   Reopen a completed thread	Reopen

4. If you select Paused, choose a snooze time from the menu:

   If you want to resume…	Select
   In one hour	1 hour
   Tomorrow morning	Tomorrow 9:00
   Next week	Next week

5. Choose the duplicate-dialog outcome:

   If you need to…	Action
   Mark the current thread as a duplicate	Enter a positive number in Ticket # (e.g. 13), then select Merge into ticket.
   Leave the duplicate action without merging	Select Cancel.

Result: The thread remains in Desk with the selected queue or state, and a completed duplicate merge removes the duplicate thread from the current list.

Handle common branches

Use the branch that matches what is on screen instead of repeating an action that does not apply.

Prerequisites

• You have opened Issues or Desk.
• You can read the empty-state, warning, or state label shown on the screen.

Steps

1. If the screen shows No project selected, select a project from the switcher and return to the Issues or Desk destination.

2. If Desk shows No thread open, select a thread from the list before using thread controls.

3. If Desk shows Nothing here, choose another queue; new threads land in Triage and Needs first response.

4. Select Internal note or Send when the thread shows No email on file — the customer can only see this on their tracking page.:

   If the message is for…	Select
   Your team only	Internal note
   The customer	Review the thread, then select Send

5. If a paused thread shows Wake now, select it when work can resume.

6. If a completed thread shows Reopen, select it when the work needs to continue.

7. If a knowledge-gap card appears in Triage or Needs first response, select the Draft with AI control.

Result: The branch-specific control or alternate queue is on screen, and the thread remains in a state that matches the work you need to do.

When recovery goes wrong

Use the exact message on screen to decide whether to retry, restore a draft, or continue in the detailed issue procedure.

For a failed draft, the recovery message is Draft failed fallback; the server message replaces it when present.

If the Issues overview remains in a loading or empty state, select Refresh.

Continue after recovery

After you diagnose the issue, continue with the page that owns the next action. A Desk recovery ends with the thread's selected state. A completed duplicate merge displays a confirmation that the source thread was merged into the selected ticket.

Result: You are at the detailed issue, board, Desk, or help page for the next recovery action.