We've introduced Team Huddle, a new feature that allows you to chat with your fellow agents regarding a ticket. The chat-like UI will help you initiate a conversation within a ticket, allowing you to brainstorm with your team and resolve issues faster.
With Team Huddle, you can:
- add multiple agents to a conversation
- see whether your fellow agents are online
- share files related to a particular ticket
- reply to specific messages in a conversation thread
- highlight any portion of the ticket and start a discussion
To know more about Team Huddle, click here.
What does this mean?
You can instantly connect with your teammates and get more context regarding a ticket. This will help you resolve issues faster.