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                                                                                              • Contact Us
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                                                                                                • Mortgage GSE
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                                                                                                  Knowledge Center
                                                                                                    • Getting Started
                                                                                                      • Onboarding
                                                                                                        • Webinar Recordings
                                                                                                          • Profile & Account
                                                                                                          • Knowledge Base
                                                                                                            • Exchanges
                                                                                                              • Guided Conversations
                                                                                                                • Guided Conversation Functions
                                                                                                                  • Guided Conversation Cards
                                                                                                                  • Cloud Drive
                                                                                                                    • Sites and Articles
                                                                                                                      • External Knowledge Base Integrations
                                                                                                                        • System Messaging
                                                                                                                        • Helpdesk, LiveChat, & SMS
                                                                                                                          • Helpdesk
                                                                                                                            • LiveChat
                                                                                                                              • SMS
                                                                                                                                • 10-digit long code (10DLC)
                                                                                                                                  • Toll Free Number (TFN)
                                                                                                                                    • Short Code
                                                                                                                                  • Concierge
                                                                                                                                    • Concierge Set Up
                                                                                                                                      • Concierge Visual Editor Examples
                                                                                                                                      • Concierge Developer Tools
                                                                                                                                        • Legacy Concierge Guides
                                                                                                                                        • CRM
                                                                                                                                          • Accounts & Contacts
                                                                                                                                          • AI in the Capacity Platform
                                                                                                                                            • Capacity's Approach to AI
                                                                                                                                              • Generative AI Tools
                                                                                                                                              • Automations and Workflows
                                                                                                                                                • Automations
                                                                                                                                                  • Workflows
                                                                                                                                                  • Analytics
                                                                                                                                                    • Baseline CSV Reports
                                                                                                                                                      • Bot Reporting
                                                                                                                                                      • Settings
                                                                                                                                                        • Org Management
                                                                                                                                                          • Org Settings
                                                                                                                                                            • Custom Fields
                                                                                                                                                          • Helpdesk Settings
                                                                                                                                                            • Interface Settings
                                                                                                                                                              • Chat Settings
                                                                                                                                                                • SMS Settings
                                                                                                                                                                  • Responders
                                                                                                                                                                • Developer Platform and Databases
                                                                                                                                                                  • Developer Platform
                                                                                                                                                                    • LiveDB
                                                                                                                                                                      • CapacityDB
                                                                                                                                                                        • Tutorials
                                                                                                                                                                        • GC in Apps
                                                                                                                                                                        • Integrations and Interfaces
                                                                                                                                                                          • App Integrations
                                                                                                                                                                            • Microsoft
                                                                                                                                                                              • Encompass
                                                                                                                                                                                • Other Apps
                                                                                                                                                                                • Interfaces
                                                                                                                                                                                  • Microsoft
                                                                                                                                                                                    • Slack
                                                                                                                                                                                      • Google Chat
                                                                                                                                                                                      • Authentication
                                                                                                                                                                                        • Capacity API
                                                                                                                                                                                          • Webhooks
                                                                                                                                                                                          • Troubleshooting
                                                                                                                                                                                            • Browsers
                                                                                                                                                                                              • Email
                                                                                                                                                                                                • Contact Us
                                                                                                                                                                                                  • Platform Status
                                                                                                                                                                                                  • Mortgage GSE
                                                                                                                                                                                                    • Capacity GSE Beta
                                                                                                                                                                                                    1. Home
                                                                                                                                                                                                    2. Helpdesk, LiveChat, & SMS
                                                                                                                                                                                                    3. Helpdesk

                                                                                                                                                                                                    Helpdesk

                                                                                                                                                                                                    Helpdesk Overview
                                                                                                                                                                                                    Ticket Tasks
                                                                                                                                                                                                    Helpdesk Filters and Sorting
                                                                                                                                                                                                    Helpdesk Custom Views
                                                                                                                                                                                                    Helpdesk @mentions
                                                                                                                                                                                                    Helpdesk Custom Field Filters
                                                                                                                                                                                                    Helpdesk Public Ticket Portal
                                                                                                                                                                                                    Helpdesk Private Ticket Portal
                                                                                                                                                                                                    Helpdesk Ticketing Portals
                                                                                                                                                                                                    Forward Emails into Capacity Helpdesk
                                                                                                                                                                                                    Helpdesk Supported File Types
                                                                                                                                                                                                    Helpdesk Merge Tickets
                                                                                                                                                                                                    Helpdesk Ticket Watcher Access
                                                                                                                                                                                                    Helpdesk Threads and Forwarding
                                                                                                                                                                                                    Helpdesk Kanban Boards