Overview
Expose customer-scoped intake, case lists, case details, messages, replies, actions, attachments, timeline, resolution, reopening, and CSAT.
Problem
Customers need durable case references and follow-up without gaining access to staff-only information or another requester’s cases.
Solution
Use Agent Desk customer operations with provider and requester ownership enforced at the resource boundary.
How it works
Trusted portals can render customer-safe service experiences from Agent Desk projections while internal notes, staff-only work, and unrelated resources stay outside the customer projection.
Who is this for
Product Engineer
Support Administrator
Expected outcomes
- One authenticated service history per requester
- Replies, actions, resolution, reopening, attachments, and feedback stay linked to the same case
Key metrics
Security impact
- Customer-scoped case, message, attachment, action, timeline, resolution, and feedback data · 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