> ## Documentation Index
> Fetch the complete documentation index at: https://docs.letsflow.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Help desk

> Triage conversations, assign work, resolve requests, and act on approvals as an operator.

## About the operator role

Help-desk operators move conversations from intake to resolution. In Flow, primary work happens under **Conversations** (the full inbox) and **Home** (a focused dashboard). Both show the same underlying conversations with different layout and filters.

Team **Viewers** can read the conversation queue, including its title, state, priority, assignee,
and requester messages. Replying, assigning, and resolving require the **Agent** role or higher.
Approval decisions require a **Manager** or organization administrator who is eligible for the
current approval stage. Viewers cannot see automation runs. See
[Permissions](/setup/permissions).

Operators typically do the following:

* Pull work from queues (**Assigned to me**, **Unassigned**, team views)
* Read context in **Chat with Flow** and **Requester chat**
* Update status, assignment, and priority
* **Approve** or **Reject** when an eligible manager or organization administrator receives an
  approval. The reject action is labeled **Deny** when you decide as an organization
  administrator
* **Resolve** when work is complete
* Optionally enter `/automate` in **Chat with Flow** to draft an automation from the ticket

## Choose a work surface

**Home** and **Conversations** show the same underlying conversations with different layout and
filters. Use Home as a focused dashboard for your own assigned work and approvals. Use
Conversations as the full team inbox for triage, sorting, and manual creation.

### Home

<Steps>
  <Step title="Open Home.">
    The conversation list spans every team you are a member of.
  </Step>

  <Step title="Filter the conversation list.">
    Use conversation filter chips:

    * **Assigned to me** (default)
    * **Unassigned**: each row you can assign carries an **Assign to me** action
    * **Assigned to my team**
  </Step>

  <Step title="Review My approvals.">
    Review the **My approvals** sidebar for pending decisions routed to you across all your teams.
    Use **Approve** or **Reject** when you are eligible and have approval permission. When you
    decide as an organization administrator, the reject action is labeled **Deny**.
  </Step>

  <Step title="Open a conversation.">
    Select a row to open the conversation detail. The detail page does not show **My approvals**.
    To return to it, select **Home** in the primary navigation.
  </Step>
</Steps>

The prompt bar on Home launches **Flow** for ad hoc questions. When active, it expands into a full agent panel: exit back to the dashboard when you are done.

### Conversations

<Steps>
  <Step title="Open Conversations.">
    Open **Conversations** from the sidebar.
  </Step>

  <Step title="Filter by queue.">
    Use queue chips **Assigned to me** and **Unassigned** for fast filtering.
  </Step>

  <Step title="Customize the table.">
    Sort, filter, and group columns in the table to match your team's process.
  </Step>

  <Step title="Create a conversation manually.">
    Use **New conversation** to create work manually (incident or request) when intake did not arrive from a channel.
  </Step>

  <Step title="Open a conversation.">
    Open a row to work the detail view.
  </Step>
</Steps>

The list has no row selection or batch actions. Act on one conversation at a time.

## Work with a single conversation

<Steps>
  <Step title="Read both views.">
    On the detail page, switch between **Chat with Flow** (operator assistance) and **Requester
    chat** (customer-visible messages).
  </Step>

  <Step title="Use the detail rail.">
    Update **Type**, **Priority**, **Status**, **Assignee**, and **Assignment team** in the right
    rail. Edit **Description** and add **Work notes** (team-only, not sent to the requester).
  </Step>

  <Step title="Take header actions.">
    * **Assign to me**: claim unassigned work
    * **Approve** / **Deny**: when you have approval permission and are eligible for the current
      stage. If these actions are unavailable, check **Home → My approvals**
    * **Resolve**: mark work complete
    * `/automate` in **Chat with Flow**: draft an automation from this conversation (when automations are enabled)
  </Step>

  <Step title="Reply to the requester.">
    Compose in **Requester chat**. Choose an available route under **Communication Channel**.
  </Step>
</Steps>

Do not resolve a conversation while its **Approvals** section still shows a pending required
decision. Keep it **In progress** until the decision and required fulfillment work finish.

## Conversation fields

### Type

| Value | Use when |
| - | - |
| **Request** | Standard service or access work |
| **Incident** | Break/fix or operational disruption |

### Priority

**Low**, **Normal**, **High**, **Urgent**

### Status

| Status | Meaning |
| - | - |
| **Open** | Active work |
| **In progress** | Waiting on someone or something |
| **On hold** | Paused deliberately |
| **Resolved** | Work complete (use **Reopen** to return to active work) |
| **Canceled** | Will not be fulfilled (final) |
| **Closed** | Synced or system state (read-only in Flow; not set here) |

Use **Resolve** in the header, or set **Status** to **Resolved**, when work is complete. Set
**Status** to **Canceled** when the request will not be fulfilled. Canceled conversations cannot
be reopened.

### Source

Where the conversation originated, such as Flow, Slack, or email.

## Related topics

* [Conversations](/setup/conversations): threads, channels, and AI assistance
* [Automations](/setup/workflows): automation operators can trigger
* [Access](/setup/access): approval-centric requests


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