Known issues
These are limitations we know about today. Each one says what happens, what to do in the meantime, and whether a change is planned. When something here is fixed, it moves to Release notes.
Widget conversations live in one browser
A chat widget conversation is remembered in the visitor's browser. Coming back in the same browser reopens the conversation or starts a follow-up. Opening your site from another device or a cleared browser starts fresh. Replies the customer sends by email land on the ticket and show in the Help Desk and the portal, but the widget on another device does not show them.
Workaround: on a gated Help Center, My requests lists the visitor's tickets and the chats they had under the same email address, from any device, once they sign in. See Gated access and the customer portal.
The resolved email always invites a reply
When a widget or Help Center ticket is resolved, the customer gets the Request resolved email. It says "reply and it reopens automatically" whether or not replying by email is set up. Replying by email works only after an admin picks a reply inbox under Ticket Settings → Notifications → Reply Inbox (widget tickets also need Email replies to offline visitors). Without that, the customer's emailed reply does not reach the ticket, and they have to answer from the Help Center portal or in the chat. The Waiting on the customer and Follow-up opened emails already match your setup.
Workaround: pick a reply inbox (see Email inboxes and forwarding). Or edit the Request resolved email under Ticket Settings → Notifications and put {{reply_hint}} where the "how to reply" sentence belongs.
Older company requests after an organization is first named
When your portal's sign-in names the visitor's organization (an account id), My company's requests shows requests filed under that organization, plus older requests from that company's people. The organization gets a company of its own the first time someone signs in for it, with no people in it. So on a portal that already had company requests on, older requests from colleagues matched only by their email domain drop out of the company list until you connect the two companies. Requests sent while company requests were off for all of your gated Help Centers were never filed under an organization either.
Workaround: in Help Desk → Customers, merge the organization's company with the email-domain company when it shows as a Possible duplicate (it does when the names match). Or link the organization's company to the older tickets from each ticket's customer panel. See Customers and companies.
Email sign-in requests show as Self-reported
On a gated Help Center, requests and replies from a visitor who signed in with an email link show as Self-reported in the Help Desk visitor profile, even though the link confirmed their email address. Visitors who signed in through your customer portal show as signed in. A clearer label for email sign-ins is planned.
Slack does not create tickets
The Slack integration answers questions (mentions, direct messages, and the slash command) and can ingest channels into knowledge. It does not open Help Desk tickets and has no hand-off to a person. This is by design.
Workaround: give your team the chat widget, the Help Center request form, or an email channel for anything that needs a ticket.
Widget councils share one search
The website widget runs the agent's council, but every seat answers from the widget's single search. An agent seat brings its instructions and model, not its own knowledge scope, so no seat can widen what a visitor sees. In app chat, the API, MCP, and Slack, each seat searches within its own agent's scope. This is by design. See Council answers.
The request form has no attachments
Submit a request on a gated Help Center takes a subject, a message, an optional Category, and, on sites that turn it on, a Severity. There is no file attachment yet. Attachments on tickets themselves work from the inbox side.
Workaround: ask the customer to describe the file in the message, or have them continue in chat, where they can attach an image or PDF.
Collections are flat
Help Center collections cannot be nested, and articles inside a collection cannot be ordered by hand: articles that match the collection's category come first, then the ones you added. See Collections and navigation.