Overview
Declare, update, relate, investigate, and resolve problems or incidents while keeping affected customer cases linked to the shared operational issue.
Problem
Many customer cases can stem from one underlying operational problem and require coordinated investigation and communication.
Solution
Use Agent Desk problem records, affected scope, case links, updates, internal work, timeline, resolution, and customer-safe problem updates.
How it works
Trusted source applications can declare and synchronize source-owned problems, while operations teams can relate cases, track impact and updates, and resolve the systemic issue through one problem workspace.
Who is this for
Operations Manager
Support Supervisor
Expected outcomes
- One operational problem can coordinate many affected cases
- Problem updates and resolution remain traceable beside customer case history
Key metrics
Security impact
- Problem/incident records, affected scope, related case references, updates, and resolution 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