Live conversations

Some problems are quicker talked through. A live ticket is a conversation: answers appear as they're sent, with typing and read receipts. Whether a product has them is set in its Conversations settings (Products), and on the hosted service, by your plan.

Being available

Turn on Available for live at the bottom of the rail while you're at the desk. It stays on while the panel is open, and lapses 90 seconds after you close it. While someone's available, a user who asks to talk goes live at once.

Taking a ticket live

• Go live on a ticket starts a conversation, if the product lets support do it.
• The user asks from your product. If someone's available, it goes live at once. If not, the ticket shows Wants live in the queue, and a notice tells you who's asking. Take it from there.
• Back to a ticket ends it, and answers arrive as replies again. Only support ends a conversation. One that goes quiet for long enough (15 minutes by default) turns back into a ticket on its own.

The thread records when it went live and when it ended.