Failed or stuck transactions
Problem: A user says a swap failed but SOL left their wallet.
With Helixdesk: They paste the signature. The ticket shows whether it finalized or failed, with a Solscan link, next to the wallet balance.
Use cases
Where wallet context saves the first three messages
Typical support threads start with the agent asking for an address, a signature, and a balance. Helixdesk collects those up front.
Missing tokens
Problem: Tokens from a claim or distribution do not show up in a wallet UI.
With Helixdesk: Agents see the wallet token accounts and recent signatures without asking for screenshots.
Impersonation in Discord DMs
Problem: Scammers pose as team members in DMs while real users wait for help.
With Helixdesk: Direct users to open a ticket instead. Replies live in the ticket thread, and agents never ask for seed phrases.
RPC and integration questions
Problem: Developers hit rate limits or odd responses and need a human.
With Helixdesk: The RPC category routes these separately, and the ticket carries the wallet and any signatures involved.