# 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.

| If you need to… | Go to |
|---|---|
| Review issue statistics or open the complete issue list | [Issues overview](doc:issues-overview) |
| Work with one issue record | [Work with an issue](doc:work-with-an-issue) |
| Manage issue boards | [Manage issue boards](doc:manage-issue-boards) |
| Understand issue states and recovery | [Issue states and recovery](doc:issue-states-and-recovery) |
| Review Desk queues and their purpose | [Desk overview](doc:desk-overview) |
| Triage and act on a Desk thread | [Work from Desk](doc:work-from-desk) |
| Understand Desk states and actions | [Desk states and actions](doc:desk-states-and-actions) |
| Prepare the project context | [Before you start](#before-you-start) |
| Find the right recovery view on this page | [Find the recovery surface](#find-the-recovery-surface) |
| Identify the controls before choosing an action | [Understand the recovery screen](#understand-the-recovery-screen) |
| Triage a support thread | [Recover a thread from Desk](#recover-a-thread-from-desk) |
| Diagnose an unsuccessful action | [When recovery goes wrong](#when-recovery-goes-wrong) |
| Route an unresolved product question or issue | [Getting help](doc:getting-help) |

## 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**.

| Have this ready | Why it matters |
|---|---|
| The project that owns the issue or thread | The Issues overview and Desk work from one project context. |
| The problem you need to investigate | The issue list, board view, or Desk queue gives you the place to continue. |
| The recovery action you intend to take | Desk actions can reply, add a team-only message, snooze, or change a thread state. |

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:

| If you need to review… | Select |
|---|---|
| The last seven days | **7d** |
| The last 30 days | **30d** |
| The last 90 days | **90d** |

**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.

![Identify the Issues reporting-period and recovery-navigation controls.](https://atloriaassets.blob.core.windows.net/assets/a438221c-c1af-407c-b9e6-a56c986db846/c1ca7247ae7037be0ec1289fa888bca0.png)

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](#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.

| What appears | What to do |
|---|---|
| The action fails and the thread returns to its previous state | Confirm the previous state, then retry the action when the thread is ready. |
| `Reply failed — restored your draft` | Check the draft and retry **Send** or **Send & done** when the thread is ready. |
| `Duplicate merge failed` | Check the ticket number in `Ticket # (e.g. 13)`, then retry **Merge into ticket**. |
| `Draft failed` | Return to the knowledge-gap card and retry **Draft with AI**. |
| `No activity in this period yet` | Select another time range or select **Refresh**. |
| `No reported pages yet` | Select **Refresh**, then review the issue views when page reports are available. |
| `Update failed` | Follow [Work with an issue](doc:work-with-an-issue) to review the issue record's update controls. |
| `Close failed` | Follow [Work with an issue](doc:work-with-an-issue) to review the issue's close controls. |
| `Failed to add comment` | Follow [Work with an issue](doc:work-with-an-issue) to review the comment text and retry. |
| `Could not remove` | Follow [Manage issue boards](doc:manage-issue-boards) to review the board action. |

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.

| If you need to… | Continue with |
|---|---|
| Understand the Issues overview and its views | [Issues overview](doc:issues-overview) |
| Work with one issue record | [Work with an issue](doc:work-with-an-issue) |
| Manage issue boards | [Manage issue boards](doc:manage-issue-boards) |
| Understand issue states and recovery | [Issue states and recovery](doc:issue-states-and-recovery) |
| Review the Desk work hub | [Desk overview](doc:desk-overview) |
| Work from Desk | [Work from Desk](doc:work-from-desk) |
| Understand Desk states and actions | [Desk states and actions](doc:desk-states-and-actions) |
| Get help with a problem that remains | [Getting help](doc:getting-help) |
| Check common product questions | [FAQ](doc:faq) |

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