Overview
Use Agent Desk customer-safe or trusted ingress operations to create a governed case with requester and source context.
Prerequisites
Permissions required
Steps (4)
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1
Prepare trusted requester and source context
Use the authenticated requester identity and calling application context supplied by the trusted execution/integration boundary.
Tips
Validation
Success criteria
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2
Send the case request
Submit the subject/message, source correlation, case classification, context references where supplied, attachments, and idempotency information required by the chosen ingress contract.
Tips
Validation
Success criteria
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3
Store the canonical case reference
Use the Agent Desk case reference for follow-up, conversation, timeline, actions, resolution, and reporting.
Tips
Validation
Success criteria
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4
Expose customer-safe follow-up
Use customer-scoped operations for the authenticated requester’s cases, messages, actions, attachments, timeline, resolution, reopening, and CSAT.
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.