Desk overview

What Desk is for

Desk is the project support work hub for finding queues, reviewing threads, and choosing a linked action. A queue groups work by the response or follow-up needed; a thread is the support work item you open before choosing what to do next.

Before you start

Prerequisites

• Have a project selected. Without one, the page uses the no-project state instead of the Desk workspace.
• Have the information you need for the work item in front of you. The Desk uses a reply composer, a Docs Copilot question field for the documentation assistant, and a duplicate-target ticket field when those areas are available.
• Expect the queues, counts, thread rows, SLA indicators, knowledge-gap cards, customer fields, and enabled controls to depend on the project data and account setup available to you.

The reply composer accepts Markdown. In internal-note mode it uses the placeholder Internal note — only your team sees this…; otherwise it uses Reply to the customer… (Markdown supported). The Docs Copilot question field uses Ask the docs…. The duplicate dialog accepts a numeric ticket value and does not submit a non-positive or non-numeric value.

When ready, continue to Find Desk and choose a queue.

Find Desk and choose a queue

Desk is the destination for the project's support work. Select the Desk navigation entry, then choose the queue that matches the work you need to review.

Prerequisites

• Have a project selected.
• Know whether you are looking for a first response, a next response, investigation, customer waiting, paused work, completed work, your work, or unassigned work.

Steps

1. Select the Desk navigation entry.
2. Select one queue from the table.

Result: The selected queue is the work list you use for the next review.

Continue to Understand the Desk screen to identify the areas used for that queue.

Understand the Desk screen

The Desk screen is organized around selecting work, opening a thread, and choosing the next action. The queue area provides the queue choices; the thread list provides work rows; the open thread area provides the conversation and composer; and the context area provides Docs Copilot, Customer, and Activity.

Use the following areas to orient yourself:

When the selected queue is Triage, the list includes the triage shortcut row with the keys 1, 2, 3, and H. When a thread is open, the context tabs and thread actions become relevant to that thread. A non-empty reply enables the reply actions; an empty reply or an active send keeps those actions unavailable.

After identifying the area you need, continue to Choose what to do next.

Choose what to do next

Use this decision table after you select a queue or open a thread. Each option points to the action that matches the work you are trying to complete.

Prerequisites

• Open the thread before using thread-specific actions.
• Enter reply text before using Send, Send & done, or Preview.
• Enter a ticket number before using Merge into ticket.

Steps

1. Choose the row in the table that matches the work you need to complete.
2. Select the named control in that row.

Result: The relevant Desk action, status choice, context tab, or linked procedure is ready for the work item.

For the detailed triage and work-item procedure, continue to Work from Desk. For state changes and their lifecycle meaning, continue to Desk states and actions.

If the page instead shows an empty or conditional state, continue to Handle empty and conditional states.

Handle empty and conditional states

The page can take different paths depending on the selected project, queue contents, open thread, thread type, email availability, and current thread state. Use the condition that matches what is on screen.

Steps

1. Use the matching row to follow the offered action or message.

Result: You are using the queue, empty state, thread state, or conditional action that matches the current Desk situation.

If an action does not respond as expected, continue to When Desk does not respond as expected.

When Desk does not respond as expected

Use the exact message shown to choose the next step. The messages below cover empty states, missing customer contact information, Docs Copilot, and duplicate handling.

If the Desk page does not open, start with Getting help. For supported recovery paths, continue to Common issues and solutions.

When the message is resolved, continue to Continue with the right Desk procedure.

Continue with the right Desk procedure

Desk is the starting point for choosing work, not a replacement for each focused procedure. After you identify the queue, thread, and intended action, continue with the page that owns that job.

Result: You have a queue-based starting point and a focused next page for the action or state you need to handle.