Conversations Management

How To Split Conversations The Split Conversation feature is designed to help support agents manage and organize customer communication more efficiently. When a single...

Adding Custom Fields to Ticket Custom Fields allow you to collect, organize and use additional data on your tickets (or conversations) beyond the standard fields....

Create a New Ticket Sometimes you may need to create a ticket on behalf of a customer — for example, when they call you...

Assign Conversations Assigning conversations helps ensure accountability and smooth workflow. By assigning, you make it clear who is responsible for replying to...

Merge Multiple Conversations From One Customer Sometimes a customer may send multiple emails about the same issue, which results in duplicate conversations in your inbox. To...

Forwarding Conversation and Threads Sometimes you may need to share a conversation with someone outside your team, such as a partner, vendor, or another...

Move Conversations You may need to move a conversation from one inbox to another if it was received in the wrong place...

Use @mentions in Notes Mentions in notes allow you to bring teammates into conversations quickly without forwarding or copying emails. With a simple @mention,...

Manage Voice Messages in ThriveDesk ThriveDesk supports voicemail notifications directly within your inbox. No installation is needed — just forward voicemails to your ThriveDesk mailbox...

Change the Contact on a Conversation Changing the contact associated with a conversation is helpful when a message is linked to the wrong person or when...