Review the whole thread
Open the ticket and read from the oldest relevant message through the latest response. Check customer context, channel, participants, and internal activity before writing.
Take the next action
Claim or assign the ticket when ownership matters. Reply in the composer, attach only useful files, and leave internal context where the customer should not see it.
Above the ticket list, use Anyone, Yours or Unclaimed to choose whose tickets you see. Each button shows how many are in the view you are looking at. You can also narrow the list by priority, source or tag; press anywhere on one of those boxes to open its choices.
When a visitor ends a live chat, the ticket changes to closed and shows that the visitor has left. Opening another ticket replaces that finished chat tab, unless you have an unsent reply there that QuickDesk needs to protect.
Merge or link tickets
When the same customer has written twice about one thing, open the three-dots menu on the ticket and choose Merge into another ticket, then pick the ticket to keep. The messages move across and this ticket closes; a merge cannot be undone. Choose Link a related ticket when two tickets belong together but should stay separate, or press Link a ticket under Related tickets in the details panel. Related tickets appear there by number and title and open with a click; press the cross beside one to unlink it, which leaves both tickets untouched.
Resolve with confidence
Use pending when the team is waiting and close only when no action remains. A new customer response can bring work back into view, so write a final reply that makes the outcome clear.