Collaborate with multiple stakeholders to resolve complex issues faster
TRY THE THREADS PROTOTYPE NOW!
Threads allow agents to have focused discussions on a specific topic inside the ticket without polluting the conversation pane. It enables agents to find specific questions, answers, and replies from fellow agents to solve complex issues.
Agents can initiate the following threads to collaborate with fellow agents/stakeholders within the ticket:
Private Threads to collaborate on Private Notes, Public Notes, and agent or customer responses.
Forward Threads on ticket forwards and keep track of subsequent replies.
Discussion Threads to collaborate on a specific ticket in a chat-like interface to resolve issues faster. (Discussion Threads will be visible in the new ‘Threads’ panel and not on the ticket screen)
Threads will be available in your accounts in the coming weeks. But, before we roll out, we want YOU to take a look, play around with the feature, share your inputs & feedback on what can be better in the following updates, and let us know what you liked best.