Overview
Use internal notes, mentions, side conversations, specialist requests, team collaboration, private consultation, and voice-huddle providers around the same case.
Problem
Complex cases require specialist discussion while customer-visible communication must remain clear and controlled.
Solution
Keep internal notes and collaboration separate from the customer conversation while linking outcomes back to the case.
How it works
Agent Desk records internal notes and mentions directly and can synchronize collaboration-thread results from configured TEAM_COLLABORATION, PRIVATE_COLLABORATION, and VOICE_HUDDLE providers.
Who is this for
Support Agent
Specialist or Supervisor
Expected outcomes
- Private operational collaboration with explicit visibility
- Useful conclusions return to the case timeline
Key metrics
Security impact
- Internal notes, mentions, collaboration references, provider results, and case timeline state · 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