{"id":78,"date":"2026-10-17T14:15:43","date_gmt":"2026-10-17T14:15:43","guid":{"rendered":"http:\/\/plugin-docs.com\/?post_type=doc&#038;p=78"},"modified":"2026-10-17T18:56:26","modified_gmt":"2026-10-17T18:56:26","slug":"review-ticket-conversations","status":"publish","type":"doc","link":"https:\/\/dragwyb.com\/docs\/review-ticket-conversations\/","title":{"rendered":"Review Ticket Conversations"},"content":{"rendered":"<p>The Support Center conversation workspace brings together messages associated with a ticket. Review the customer and staff context before responding, and keep internal notes separate from customer-facing messages.<\/p>\n\n<h2>Open the conversation<\/h2>\n<ol>\n<li>In WordPress admin, open <strong>Support Center \u2192 Tickets<\/strong>.<\/li>\n<li>Select the ticket you need to review.<\/li>\n<li>Open the <strong>Conversation<\/strong> tab in the ticket workspace.<\/li>\n<li>Review the sender information and message content. In the inspected interface, messages are displayed newest first, so older context may be farther down the conversation.<\/li>\n<\/ol>\n<h2>Understand the conversation and notes areas<\/h2>\n<ul>\n<li><strong>Conversation:<\/strong> review messages from the customer, human staff, and the AI Assistant where present.<\/li>\n<li><strong>Internal Notes:<\/strong> review staff-only notes associated with the ticket. Pinned notes may also be surfaced in the conversation area.<\/li>\n<li><strong>Customer details:<\/strong> use the ticket\u2019s customer context to help identify the request before replying.<\/li>\n<\/ul>\n<p>Internal notes are a separate staff feature, not a customer-facing reply. Do not copy private staff notes into a reply unless the information has been reviewed and is appropriate to share.<\/p>\n<h2>Prepare a response<\/h2>\n<ol>\n<li>Read the latest message and scroll through earlier messages for relevant context.<\/li>\n<li>Confirm who sent the message and whether the content is customer-visible or staff-only.<\/li>\n<li>Use <strong>Add Reply<\/strong> for a customer-facing response or <strong>Add Note<\/strong> for staff-only context.<\/li>\n<li>After sending a reply or adding a note, verify that it appears in the appropriate area.<\/li>\n<\/ol>\n<p>For the sending steps, see <a href=\"https:\/\/dragwyb.com\/docs\/docs\/dragwyb-click-to-chat\/reply-to-support-tickets\/\">Reply to Support Tickets<\/a>. For ticket fields and assignment, see <a href=\"https:\/\/dragwyb.com\/docs\/docs\/dragwyb-click-to-chat\/manage-support-tickets\/\">Manage Support Tickets<\/a>.<\/p>\n<h2>Review carefully<\/h2>\n<ul>\n<li>Do not treat an internal note as a message already delivered to the customer.<\/li>\n<li>Check the current ticket and sender before replying, especially when multiple tickets are open.<\/li>\n<li>After an update, confirm the expected message or note appears in the correct section.<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>Review ticket messages, sender context, and staff-only internal notes before replying to a customer.<\/p>\n","protected":false},"author":0,"featured_media":0,"parent":71,"menu_order":0,"template":"","class_list":["post-78","doc","type-doc","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/doc\/78","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/doc"}],"about":[{"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/types\/doc"}],"version-history":[{"count":1,"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/doc\/78\/revisions"}],"predecessor-version":[{"id":432,"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/doc\/78\/revisions\/432"}],"up":[{"embeddable":true,"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/doc\/71"}],"wp:attachment":[{"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/media?parent=78"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}