There are times when you need to proactively reach out to a customer instead of waiting for them to contact you. The New Conversation page in BeDesk allows agents to easily create a new ticket or start a chat with a user directly from the agent dashboard.
This guide will walk you through the different options on this page.
This is the main area where you will compose your message and define its core properties.
The first step is to choose the type of conversation you want to start.
Ticket: Select this to create a standard ticket. This will send an email to the customer and will be visible in ticket portal in help center.
Chat: Choose this to initiate a real-time conversation with customer via LiveChat widget. This will open a conversation view in the chat widget, if user is currently online and notify via email otherwise.
Select the user you wish to contact. You can search for an existing customer by name or email.
This dropdown tracks the current state of the ticket. By default, a new conversation will have the status set to Open, indicating it's active and requires attention.
Subject (Ticket Only): Provide a clear and concise summary of the conversation's topic. A good subject line helps everyone quickly understand the purpose of the ticket (e.g., "Question about Order #4582").
Message: Write your main message here. The text editor includes a toolbar that allows you to format your text, add inline images, attach files, add hyperlinks, and use canned responses or other shortcuts.
The Attributes sidebar on the right side of the page helps you classify and organize the conversation for efficient routing and reporting. it will show built-in attributes as well as any custom conversation attributes that you have created.
➡️ To learn how to create and manage these, please see our dedicated article: Managing Custom Attributes.
Once all the details are filled in and the correct attributes are assigned, simply click the blue Create button at the bottom. The conversation will be started, and the user will be notified. The ticket or chat will then appear in the appropriate inbox view for your team to manage.