Overview
Create durable Agent Desk cases through customer-safe portal operations, trusted workspace app calls, APIs, intake forms, events, or Bridge v2 connections.
Problem
Service requests arrive from different trusted entry points and need one durable support record with consistent authorization and lifecycle.
Solution
Normalize inbound requests into Agent Desk cases while retaining caller provenance, requester identity, source correlation, context references, communication policy, and idempotency.
How it works
Trusted callers can create or upsert cases, attach context, synchronize source-owned lifecycle, receive a canonical case reference, and use customer-scoped operations for safe follow-up.
Who is this for
Support Administrator
Product or Integration Engineer
Expected outcomes
- One canonical case record across supported intake paths
- Customer-safe follow-up with authenticated resource ownership
Key metrics
Security impact
- Support case, requester identity, source provenance, and intake metadata · 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