Report an Issue from a Conversation

Finding a product problem in the middle of a conversation used to mean leaving the inbox, opening Settings, and retyping what the customer had already written — and the Issue that came out of it named no conversation, so whoever triaged it had no thread to read. Reporting an Issue now happens without leaving the conversation, prefilled from it, and the Issue keeps a live link back to where it came from.

Open the Create Issue pane

While viewing a conversation, any of these works:

• Press Shift+I, or
• Open Cmd-K and choose “Create issue” (listed under the Current Conversation group), or
• Open the ⋯ menu on the conversation and choose “Create issue…”

The ⋯ menu item only appears when the Issues module is on. On desktop it shows a ⇧I hint beside it, a reminder of the Shift+I shortcut. On a phone, where there’s no keyboard shortcut, the ⋯ menu is the way to start a report.

All of these open the same Create Issue pane used from Settings → Issues, but as an overlay on top of the conversation rather than a separate page. It only opens when a conversation is in view — with nothing open, there’s nothing to report an Issue about.

The pane arrives prefilled:

• Title — the conversation’s subject
• What happened? — a transcript of the conversation (for a very long conversation, only its newest part), or — if the transcript can’t be fetched — the conversation’s rolling summary, or the customer’s latest message if auto-tagging hasn’t written a summary yet

You can edit either field before creating the Issue — the prefill is a starting point, not a requirement.

The linked conversation, and how to drop it

Because you opened the pane from a conversation, it shows a Linked conversation row near the top, with the subject of the conversation the new Issue will be attached to. Creating the Issue links that conversation, and the Issue keeps a way back to the thread.

If the Issue you’re filing isn’t actually about the conversation you happen to be reading, click the X on that row before you create it. The row then reads This issue won’t be linked to a conversation, with Link this conversation to put it back. Your draft stays either way — dropping the link only changes whether the conversation is attached, not what you’ve written.

Only the ways in that name a conversation attach one: Shift+I, Cmd-K’s “Create issue”, the ⋯ menu’s “Create issue…”, and the Create issue action in the Cases & Issues panel. Report an issue in Settings → Issues and New issue on the Issue Tracker page file an Issue with no conversation attached — there’s nothing to remove there. Feedback you send with G then B goes to Atender, not to your workspace’s tracker, and attaches no conversation either.

Create it, then open it

The pane responds to Cmd-Enter, the same key the conversation composer already uses for “send what I wrote”:

1. Cmd-Enter, or Send it, saves the Issue once What happened? has text. If you added a file, it waits until the file has finished uploading.
2. The new Issue then opens over the conversation as a receipt with two buttons, and the keys split: Cmd-Enter runs Reply and mark done on the conversation, and Shift-Enter opens the Issue you just created (Go to issue).

Each button carries its own key hint, so you don’t have to remember which is which — but note that a second Cmd-Enter wraps up the conversation rather than opening the Issue. The reply itself is not sent until you send it.

On a phone, there are no key hints: tap Reply and mark done on the receipt instead of using Cmd-Enter, and tap Go to issue to open the Issue.

How the Issue stays linked to the conversation

Unless you removed the link in the pane, the Issue is linked to the conversation it was reported from. The Issue’s detail view shows that conversation beside the Issue, and its Conversations section lists it with any other linked conversation, so anyone triaging it can see the actual thread the report is about — no more Issues that name no conversation.

Wrapping up with “Reply and mark done”

From the receipt the pane shows after you create the Issue, “Reply and mark done” runs a macro on the conversation, so the status and the reply wording are whatever the workspace has set that macro to do, rather than fixed wording baked into the product. The macro’s status and other changes apply straight away. The macro’s reply goes into the conversation’s reply box as a draft: read it, change it if you need to, and send it yourself. The reply is not sent until you do. One part is fixed: a note naming the Issue is always added to the conversation, after the macro’s own comment if it has one.

The macro is nominated by an admin under Settings → Conversation handling. Until a workspace picks one, Atender marks the conversation done and puts a default reply in the reply box as a draft. If you’re an agent and “Reply and mark done” isn’t giving you the reply or status you expect, check with an admin about which macro is configured there.

Keyboard reference

• Shift+I — Opens the Create Issue pane over the current conversation
• Cmd-K → “Create issue” — Same pane, opened from the command palette
• ⋯ → “Create issue…” — Same pane, opened from the conversation’s menu (only when the Issues module is on; shows a ⇧I hint on desktop; the way in on a phone)
• Cmd-Enter — Saves the Issue once What happened? has text
• Cmd-Enter (again, from the receipt) — Runs Reply and mark done on the conversation; the reply waits in the reply box for you to send. On a phone, tap the button instead
• Shift-Enter (from the receipt) — Opens the created Issue

Note that Shift+I only fires while a conversation is selected or open — with none in view, the shortcut does nothing.