Overview
Open a collaboration room from a ticket, sync timeline notes, and close with a summary.
Problem
High-severity issues need fast cross-functional collaboration; context gets lost.
Solution
Agent Desk creates a swarm room, posts timeline updates, and returns a bot summary + links back to the ticket.
How it works
Use @mentions and private side threads; decisions and actions are mirrored to the ticket activity log for audit.
Who is this for
Incident Commander
Support Manager
Engineering / Ops
Expected outcomes
- Faster mitigation via real-time collaboration
- Complete audit trail of decisions
Key metrics
Time to engage swarm
Baseline
20 minutes
Target
5 minutes
Mean time to resolve (MTTR)
Baseline
6 hours
Target
3 hours
Gallery
Downloads & templates
Case studies
MarketplaceX halves incident MTTR
Swarm flows cut MTTR from 6h to 2.8h.
Marketplace Mid-market NA
Security impact
- Ticket summaries & message excerpts · PII: possible (redaction available)
Compliance
- GDPR (DPIA recommended for content sharing)
Availability & next steps
Team
Pro
Enterprise