Support
Help desk, replies and team workflow
Handle incoming messages, internal notes, assignments and access problems.
Get messages into the help desk
The website contact form creates a support ticket. Email replies and incoming mail need the Resend receiving setup, including the required domain records and email-event connection. Sending mail successfully does not by itself prove incoming mail is connected.
Use the help-desk inbox's status tabs, search and mine filter to find work. Open the ticket to read the full thread and customer panel. A Support-role member can work tickets without receiving the owner's billing or connection-key privileges.
Reply versus internal note
Use the reply composer for a message the customer should receive; use an internal note for your team. Recheck which action you are using before saving. Notes are not customer replies, while clicking the reply action sends a real email.
Choose an appropriate saved reply and adapt it to the case. The customer panel helps check subscriber status, products, orders, refund deadlines and previous tickets. Do not assume every sender already owns a product.
Assign and resolve
Set the assignee to a member of this website, choose the topic and update the status. Use reply-and-close only when the case is actually ready to close. Status changes do not undo a sent response. Download attachments through the ticket controls rather than forwarding private file addresses.
When an access issue is verified, use the My Products link action. Owners and Admins can issue eligible refunds; the Support role cannot. Review the exact order and confirmation first.
AI suggestions are drafts
Where the AI reply action is available, it uses the configured AI service and prepares text for review. The owner can control Support-role AI use. Check facts, policies and the specific customer context before inserting or sending a suggestion. AI does not authorize a refund or prove that a payment occurred.
Unexpected or missing mail
Check Spam and safe handling before concluding a message was lost. If replies are not arriving, inspect receiving DNS and connection health. Never paste connection secrets, customer payment details or private access links into a saved reply.