Overview
Combine customer-visible messages, internal notes, requester records, attachments, participants, assignment, SLA, approvals, related records, and timeline history around one case.
Problem
Agents need a complete operational view without mixing customer-visible communication with staff-only investigation and collaboration.
Solution
Use Agent Desk as the service case system of record with separate visibility rules for conversation, notes, internal work, side conversations, and customer-safe history.
How it works
The case workspace exposes conversation, requester, context, relationships, attachments, notes, internal work, approvals, SLA, activity, similar cases, AI assistance, resolution, and customer timeline views.
Who is this for
Support Agent
Support Manager
Expected outcomes
- One coherent service history for every case
- Clear separation between customer communication and internal operations
Key metrics
Security impact
- Case, conversation, requester, note, attachment, participant, and timeline data · PII: yes where requester, conversation, attachment, identity, or case context contains personal data
Compliance
- Workspace permissions, Agent Desk resource authorization, visibility policy, audit, retention, and legal-hold controls
Availability & next steps
Free
Team
Pro
Enterprise