Issues
Issues are durable support records for work that needs follow-up, coordination, or workflow tracking. They can be created directly or linked from a conversation.Issue Types
Issue Detail View
The issue detail view includes:- Stable issue reference and persisted issue id.
- Title, description, customer, account, and email fields.
- Status, priority, tags, and workflow details.
- Internal notes.
- Linked conversation context when available.
- Linked Linear or Jira issue panels when a workspace integration is connected.
- Active viewer avatars for operators looking at the issue.
External Issue Links
Woes issues can link to external product and engineering work.
Linked external issues keep support and engineering work connected without
turning Linear or Jira into support channels. Customer-safe views may show a
linked Linear issue key, status, and URL when that link is useful for tracking
work; private integration details stay operator-only.
Tags
Issue tags render as colored chips. Operators with reply access can add or remove issue tags from the issue detail view. Tags can be managed globally in Settings → Data → Tags. Operators can use managed issue tags or enter free-text values, which Woes normalizes to tag ids. Unknown tag ids are still shown with a neutral fallback so historical records do not disappear.Internal Notes
Issue notes are stored in the same notes system as conversation notes, withtarget_type = issue. Operator-source notes can be deleted by operators with reply access; automation notes are kept as provenance.
Saving Behavior
Issue fields save automatically after edits settle. The UI shows saved state so operators know whether the current changes have been persisted.When To Create an Issue
Create an issue when:- A conversation requires follow-up after the chat ends.
- An API bug or docs gap needs tracking.
- Multiple operators need visibility.
- A customer asks for status on a durable support item.
- An automation routes work into a specific support queue.