The agent workspace

The agent workspace is where your team spends its day. It is built for speed: everything is reachable from the keyboard, and several tickets stay open in tabs.

Layout

• Left rail: Views, Customers, Organizations, Reports (if your role allows it) and the Admin Center (for admins). Your account menu sits at the bottom.
• Top bar: search, New ticket, the Notifications bell and your status.
• Tabs: every ticket, user and organization you open stays in a tab until you close it.
• Ticket page: properties on the left, the conversation in the middle, and on the right the customer data panel, similar tickets, apps, ticket metrics, SLA targets, time tracking and the AI copilot.
• Home: your assigned tickets, pinned views and recent tickets. Press Ctrl+Alt+H to open it. See use your Home page.

The first time you open a ticket, a short tour points out views, the conversation, fields, the composer, macros and search. Replay it with Take the workspace tour in your account menu.

Seeing your colleagues

A badge in the ticket header shows who else is viewing the ticket and who is typing a reply, so two people never answer the same customer. See see who is viewing a ticket.

Related

• Keyboard shortcuts
• Agent statuses
• Play mode
• Use your Home page