Features
Keep Your Support Team in Sync
Every agent and manager sees a live, shared view of the work — no stale data, no accidental double-replies.
Who it helps
For managers who need visibility across a team, and agents who just need to know what's theirs.
What it does
- Online / Busy / Offline agent status, with shift end
- Role-aware views — agents see their own tickets, managers see everything plus reassignment tools
- Updates on new messages, assignments and lead changes reach the console instantly
- Fine-grained roles and permissions by team function
Questions about this feature
Can agents see other agents' tickets?
By default agents see their own assigned work; managers and admins see the full queue and reassignment tools.
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