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Agent workspace

Home, tabs, keyboard shortcuts, statuses, collision and play mode.

10 articles

  1. The agent workspace Find your way around Home, views, tabs, the ticket page and the side panel.
  2. Keyboard shortcuts Work through tickets without the mouse. Press ? anywhere for the full list.
  3. Play mode Get the next ticket from a view automatically, with skip reasons and capacity.
  4. Agent statuses Set yourself Online, Away or Offline, or a custom status such as Lunch or Training.
  5. Side conversations Talk to partners and other teams by email, Slack or Microsoft Teams without involving the customer.
  6. Use your Home page See your assigned tickets, pinned view counts and recently viewed tickets in one place.
  7. See who is viewing a ticket Know when a colleague has the same ticket open or is typing a reply, so you never answer twice.
  8. Mention a teammate Bring a colleague into a ticket with an @mention in an internal note.
  9. Answer live chats Accept, answer, transfer and conclude conversations from the messenger and other messaging channels.
  10. Manage notificationsBeta Choose which push notifications you get, see mentions in the bell, and know where email notifications come from.

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