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, either:

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

Both 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? — 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.

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 creates the Issue.
2. The pane then becomes 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 replies and closes the conversation rather than opening the Issue.

How the Issue stays linked to the conversation

The Issue carries the conversation it was reported from in its own metadata. The Issue’s detail view reads that conversation back and shows it live alongside the Issue, 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 Issue (or back in the conversation once the Issue exists), “Reply and mark done” wraps the conversation up in one step. It runs a macro — so the reply text and the resulting status are whatever the workspace has set that macro to do, rather than fixed wording baked into the product. One part is fixed: a note naming the Issue is always appended 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, a default wording is used as a fallback. 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
• Cmd-Enter — Creates the Issue
• Cmd-Enter (again, from the receipt) — Runs Reply and mark done on the conversation
• 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.