​

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.
• Active viewer avatars for operators looking at the issue.

​

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. 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, with target_type = issue. Operator notes can be deleted by operators; 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.