How the Help agent escalates to a human
When your Help agent can't answer, it can hand the conversation to your team by raising a support ticket and capturing the customer's email.
What escalation does#
A Help agent tries to answer from your knowledge first. When it can't — or when the customer asks to speak to a person — it can escalate to a human. Escalation turns the conversation into a support ticket for your team and captures the customer's email so you can reply.
Only Help agents can raise tickets. Other agent types will still flag a question for review, but they don't create a ticket.
What the customer sees#
When your Help agent escalates, it shows a short card asking the customer for their email address so your team can follow up. Once they provide it, the conversation becomes a ticket and the customer gets a confirmation.
What your team sees#
Escalated conversations arrive as tickets in your helpdesk, grouped by category if you've set categories up. Each ticket keeps the conversation history, so your team has the full context before replying.
Replying to a ticket#
You reply to tickets from your dashboard. Your reply is emailed to the customer from your business's support address, and their response comes back to the same ticket, keeping everything in one thread.
Your support email address#
Ticket emails are sent using your business name so they look like they come from you. Depending on your plan, you can also send from your own email domain once it's verified. See your helpdesk settings for the options available on your plan.