Overview
Turn a private request into a quick call and a tracked ticket with the recap attached.
Problem
User issues shared in DMs get lost without formal tracking or context.
Solution
Escalate to a Huddle for fast diagnosis, then convert the thread to an Agent Desk ticket with recap, recording, and transcript.
How it works
From the DM overflow menu choose “Start Huddle,” capture notes, end the Huddle, then use “Convert to ticket.” Requester/assignee fields auto-populate from participants.
Who is this for
Support Agents
Customer Success
IT Helpdesk
Expected outcomes
- Higher ticket capture from ad-hoc requests
- Less copy/paste and better context
Key metrics
DMs converted to tickets
Baseline
20 %
Target
75 %
Time from DM to first response
Baseline
35 minutes
Target
10 minutes
Gallery
Downloads & templates
Security impact
- DM content, recap, optional recording/transcript · PII: business PII depending on conversation
Compliance
- GDPR
- SOC2
Availability & next steps
Pro
Enterprise