Support is a team sport. These new collaboration features help your agents work a ticket together without stepping on each other.
Internal notes
Add private notes to a ticket that only your team can see. Loop in a teammate, leave context for the next shift, or document a tricky fix — all without the customer seeing it.
Live presence
See when a teammate is already viewing a ticket, so two agents don't reply to the same customer at once.
Activity feed
A per-ticket activity feed records every status change, reassignment, and reply, giving anyone who opens the ticket the full story at a glance.
These features are available now for all team workspaces.