Some problems cost twenty messages and five minutes on a call. When a conversation is clearly going that way, you can start a video call from inside it — the customer joins from a link, with nothing to install and no account to create.
Open the conversation and start a video call from its actions. The customer gets an invitation in the thread and joins in their browser.
Ask before you start. A call arriving unannounced is intrusive, and someone at a desk in an open office may not be able to take one — “would a quick call be easier? I can start one now” costs one message and avoids that.
The customer can't describe what they're seeing, and screenshots aren't helping.
A setup with several steps, each of which risks a new misunderstanding.
A conversation that has become tense. A voice defuses what a fourth written reply won't.
It's worth less for anything factual. A question with a definite answer is better answered in writing, where the customer can re-read it, and you can link the article.
A call leaves no record. Whatever was agreed exists only in two people's memories unless someone writes it in the conversation afterwards.
Two lines are enough: what the problem turned out to be and what happens next. That keeps the ticket useful to the next person, and it's the only way a call can teach anyone anything later.
Video calling is metered in minutes per organisation, and your usage against the allowance is shown in your organisation settings.
For occasional calls, it isn't something you'll notice. If calls become routine for your team, check the figure occasionally rather than discovering the limit during one.
