When the Support Desk is installed on the same site, the two join up by themselves. Nothing to configure, and the switches are under Connections.
- You see support customers coming. A Desk contact shows in the Live View by name, with how many tickets they have open, before you say hello.
- The assistant answers from your help articles. For each question it looks up the best matching articles in the Desk's knowledge base and may link to them, on top of what you taught it on the AI Assistant tab.
- Any chat becomes a ticket. On the Chats tab open a conversation and press Make this a Support Desk ticket. The whole chat goes in with its real times, marked as coming from Pulse, and the button turns into a link to the ticket.
- Nobody falls through the cracks. When a visitor asks for a person and has left an email, the ticket opens by itself and you get the Desk's usual new ticket email.
- One Chat history. The Desk's Chat history lists Pulse's live chats beside its own chats, with who it was and what they bought after. See Chat history.
A ticket made from a chat arrives quietly. The Desk does not triage it, does not auto-reply and emails the visitor nothing: the conversation already happened. You reply from the Desk like any other ticket. A chat with no email cannot become a ticket, because there would be nobody to reply to, so ask for the email in the chat first.