Know what needs your attention.
Review open conversations, check their status, and assign the right person to follow up.
Helpdesk
Keep every conversation moving.
Reply to customers, assign work, and keep the conversation history together. Your team can see who owns each request and what needs to happen next.
Available through private access
Conversations
Can I exchange a size?
MC
Maya ChenCustomer · Email
Internal note
Confirm the requested size before replying.
Assigned to AlexOpen
From new requestto assigned follow-up.
Open the conversation and check what the customer needs.
Leave the detail a teammate needs before following up.
Give the conversation an owner and keep its status up to date.
Customer message01 — 03
Maya needs help with an exchange.
My shirt arrived 12 days ago. Can I exchange it for another size?
- Customer
- Maya Chen
- Request
- Size exchange
- Status
- Needs a reply
Interactive example. Sample content.
Keep the context with the conversation.
Read the conversation beside customer details and Aura’s context. Leave an internal note when the team needs to know more.
Bring in a teammate when needed.
Assign or escalate a conversation without making the customer explain everything again.
Review the queue
Use views and priority to find what needs attention.
Check the context
Read customer details and internal notes before replying.
Assign the next step
Keep the owner and status clear.
Open conversations
| Conversation | Priority | Owner |
|---|---|---|
| Exchange a sizeMaya Chen · Email | High | Alex |
| Update the invoice detailsSam Rivera · Email | Normal | Jules |
| Help with the first setupLeila Hassan · Website Chat | Normal | Alex |
| A question about a returnTaylor Brooks · Website Chat | High | Noor |
4 open conversations
Start with your support process.
We’ll help you plan a setup around your team, channels, and common questions.
- 01
Discuss your support channels
Tell us where requests arrive and who handles them.
- 02
Set up the inbox
Choose the supported channels and views that fit your work.
- 03
Agree on follow-up
Define ownership, internal notes, and handoffs.
Common questions.
How does Helpdesk work with Aura?
Your team manages conversations in Helpdesk. Aura helps with replies using your knowledge and instructions, and your team can review or take over when needed.
Which channels should we start with?
Start with Gmail and Website Chat through private access. We’ll confirm the setup during onboarding. Other integrations have separate availability.
How do we get access?
Send a request with a few details about your team. We’ll review it and contact you if there’s a fit for the current private-access group.
See how Replofy fits your team.
Tell us how you handle support and what you want to improve.
Request access