Team Collaboration Features



Work together to resolve customer issues faster.

Internal Notes



Add private notes to tickets:
  • •Visible to agents only, not customers
  • •Use for context, handoff notes, or debugging info
  • •Tag with @mentions to notify specific agents


    • Shared Views



    Create views the whole team can use:
  • •"All Urgent Tickets"
  • •"Unassigned Queue"
  • •"AI Needs Review"


    • Ticket Handoffs



    Transfer a ticket to another agent:
  • 1.Open the ticket
  • 2.Click Reassign
  • 3.Select the new agent
  • 4.Add a handoff note (recommended)


    • The new agent gets notified and sees the full conversation history.

    Best Practices



  • •Always add a handoff note when reassigning
  • •Use internal notes for debugging steps already tried
  • •Check the shared queue regularly
  • •Communicate SLA deadlines in handoff notes