Managing Issues

Issues are the core workflow in DeskClone AI. Whether they come from email monitoring, manual creation, or the widget, issues are where your team tracks and resolves support requests. Jarvis helps by searching your knowledge base, suggesting responses, and drafting resolutions - but your team stays in control.

Issue List Overview

Navigate to Issues in the sidebar to see your issue list. Each issue shows:

• Title - the subject line (from email) or a summary of the request
• Status - where the issue is in your workflow
• Source - how the issue was created (email, widget, manual)
• Created date - when it first appeared
• Assigned to - which team member is handling it

You can filter issues by status, search by keyword, and sort by date or priority.

Issue Statuses

Every issue moves through these statuses:

• Open - new issue, not yet being worked on
• In Progress - a team member is actively investigating
• Resolved - the issue has been addressed and a resolution sent
• Closed - fully complete, no further action needed

Status changes are logged so you can see the full history of how an issue was handled.

Working with an Issue

Click any issue in the list to open the detail view. You will see:

• Issue information - title, description, source, timestamps
• Conversation history - the full thread of messages, including the original email or widget conversation
• Jarvis chat panel - where you can ask Jarvis to help investigate and draft a response

Using Jarvis to Help

The Jarvis chat panel on the issue detail page is where the AI does its work. You can:

• Ask questions - "What does our return policy say about international orders?"
• Request a draft response - "Draft a reply explaining how to reset their password"
• Investigate - "Search our knowledge base for information about this error code"

Jarvis searches your knowledge base, finds relevant content, and writes responses based on what it finds. You review the output before anything is sent to the customer.

Approvals

When Jarvis suggests actions that affect external communication (like sending a response to a customer), it may request your approval first. This is the approval workflow - Jarvis proposes, you approve.

Approval cards appear in the chat panel with a clear description of what Jarvis wants to do. You can:

• Approve - let Jarvis proceed with the action
• Reject - decline and optionally give Jarvis different instructions
• Edit - modify the proposed response before approving

Assigning Issues

You can assign issues to specific team members:

Creating Issues Manually

Not all issues come from email. You can create issues manually for requests that come in through other channels (phone calls, Slack messages, in-person conversations):

1. Click the New Issue button on the Issues page
2. Add a title and description
3. Assign it to a team member or leave it unassigned
4. Jarvis can then help investigate and resolve it, just like any other issue

Filtering and Searching

The issue list supports:

• Status filter - show only open, in progress, resolved, or closed issues
• Search - find issues by keyword in the title or description
• Assignee filter - show issues assigned to a specific team member

Use these to manage your queue efficiently, especially as your issue volume grows.

What's Next

Issues from the widget create conversations that you can review separately. Head to Conversations and Quality to learn about monitoring your widget's performance and Jarvis's response quality.