Feature documentation
Conversation Threads
A support thread you can actually read.
The conversation view lays the whole exchange out like a modern chat: client messages on the left, your team on the right, with color telling you at a glance what kind of post each one is. Notes written in the PSA, replies sent from the portal, internal remarks and time entries all land in one thread — each on the correct side, each visible only to the people allowed to see it.
Sides and colors that mean something
Every card is colored by what it is, not who typed it: client messages are neutral, staff replies carry the brand tint, internal notes are amber, time entries are blue. The author side comes from the PSA’s own attribution — a note written by a customer contact in ConnectWise arrives on the client side of the thread, not dressed up as the MSP’s words.
Internal notes stay internal
Technicians see the whole thread, internal analysis included. Clients never receive internal notes — they are filtered on the server before the response is built, not hidden by the browser. The same rule covers time-entry notes and the hours attached to replies: billing data never crosses to the client side.
One reply, one action
The composer does in one send what used to take three screens: write the reply, optionally log time against it, optionally change the ticket status, attach files — and for staff, flip the toggle to post an internal note instead of a public reply. The note always posts first; if a side-step fails, you get a precise warning instead of a duplicated reply.
- Public reply / internal note toggle (staff only, enforced by the API — a client cannot request an internal note).
- Set status with the reply: "Send reply + IN PROGRESS" in a single action.
- Log time with the reply; the reply text becomes the entry’s notes and the hours appear on the reply card.
- Ctrl+Enter sends. Attachments ride along with the note they belong to.
Notes render like documents, not dumps
PSA notes arrive as markdown-ish text full of formatting and enormous pre-signed URLs. The portal renders a safe subset — bold, code, links, lists, headings and inline images — without ever injecting raw HTML. Long notes collapse behind a "Show more" control so one pasted knowledge-base article cannot swallow the thread, and expired image links degrade to a labeled chip instead of a broken-image icon.
Keep your PSA. Upgrade your client experience.
Desk Portal gives your clients a modern support experience while your team continues working in the PSA they already know.