#Replying
- Ctrl + Enter – send and solve
- Send & hold – send and keep the conversation in its current status
- Drafts are saved per conversation.
#Internal notes
Notes are only visible to your team. Use them to hand over context or document decisions.
#Saved replies
Type / in the composer to insert a saved reply. Variables are replaced automatically:
| Variable | Replaced with |
|---|---|
{{name}} |
Player name |
{{agent}} |
Your chat name |
{{ticket}} |
Ticket number |
{{brand}} |
Brand name |
#Collision detection
Centdesk shows who currently has a conversation open or is typing. This prevents two agents from answering the same player.
#Details panel
- Ticket – status, assignee, group, topic, priority, tags, SLA bar and timeline
- Player – edit name and email, team notes, country, device, IPs, previous chats, players with the same IP
- Activity – everything that happened in this conversation