Helpdesk — Every way in, one table (2)

• A chat widget. A messenger you embed on your own site. Visitors write, you answer from the inbox, and they watch the conversation continue. • A public form. A link anyone can fill in without an account. Each submission opens a conversation. • Your own software. An inbound webhook endpoint that publishes its format and answers synchronously, or the REST API. Subject matching is deliberately not implemented. “Re: Invoice” from two different customers is the classic way a support system cross-contaminates two threads, and a wrongly merged ticket shows one customer another customer’s conversation.