Enhancements:
Team Huddle (for tickets) - We've rolled out Team Huddle, a feature that allows you to collaborate with fellow agents to resolve issues faster. We have made communication familiar with a chat-like UI within the portal, in context with the ticket information. 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.
Notification Center - Agents and requesters can now choose to receive in-browser and desktop notifications through the Notification Center for ticket updates, approval requests, and approval decisions.
If you wish to learn more about notification center, click here.