Overview
Create and synchronize source-owned or provider-owned operational work linked to a case and receive completion, cancellation, failure, and outcome state back into service operations.
Problem
Resolving a case may require work by another operational system or team while the support case still needs one owner, SLA, conversation, and customer status.
Solution
Use INTERNAL_WORK providers and Agent Desk case-work contracts to link operational execution to the case without moving service ownership.
How it works
Agent Desk can request linked work, retain the work reference and case relationship, move the case into an internal-waiting state, and process provider results back into the operational timeline.
Who is this for
Support Agent
Operations Manager
Expected outcomes
- Traceable handoff from service case to operational work
- Provider outcomes return to the same case and audit trail
Key metrics
Security impact
- Case references, linked internal-work identifiers, provider results, and audit state · 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