Overview
Build a requester-scoped portal experience from Agent Desk customer operations without exposing staff-only records.
Prerequisites
Permissions required
Steps (4)
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1
Resolve the authenticated customer identity
Use the trusted provider/requester identity established for the portal or calling application.
Tips
Validation
Success criteria
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2
Render customer-scoped cases and messages
Use customer overview, list, case detail, messages, attachments, and timeline operations for the authenticated requester.
Tips
Validation
Success criteria
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3
Enable customer actions and replies
Use customer reply, action response, attachment add, resolution, reopen, and CSAT operations as appropriate.
Tips
Validation
Success criteria
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4
Rely on Agent Desk resource authorization
Every customer read/write is enforced against workspace, provider, requester identity, case ownership, and customer-safe projection rules.
Tips
Validation
Success criteria
About this guide
Agent Desk is a complete service-operations workspace for customer and internal support. Requests can enter from staff, customer portals, trusted applications, APIs, governed workspace calls, Bridge v2 connections, events, and configured inbound providers.
Agents work from permission-aware queues with skills, presence, capacity, assignment, priority, SLA, requester identity, live business context, customer conversation, internal notes, attachments, approvals, related work, source-authorized actions, and a complete case timeline.
Supervisors and operations teams manage queues, routing, service levels, problems and incidents, knowledge, quality, workforce, reports, integrations, automations, retention, audit, and enterprise identity from the same application. Connected systems integrate through capability-based provider contracts so each source application can remain authoritative for its own business data while Agent Desk owns service operations.