Public and private conversations
Use public replies for the customer and internal notes for your team. Internal descriptions and notes stay out of the customer view.
Ticket Collaboration
Your customer journey
Connected to the way your team works.SUPPORT / TICKET COLLABORATIONOne shared history.
One shared history.
A coordinated team.
Give every ticket the same conversation tools. Reply publicly, leave internal notes and review the staff activity history with the request in view.
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Your workspace, your control Built for your website
SUPPORT WORKSPACESample data
One ticket. The whole story.
Select a step to explore this example.
VISIBLE TO CUSTOMER
We are checking your request.
A public reply keeps the customer informed.
Customer conversation
Public updates stay connected to the request.
Team context stays private
Internal notes and staff activity are for your team.
Ticket CollaborationKeep the customer conversation and the team’s work together.
01Public and private conversations02Attachments with context03A record of the work
Keep the customer conversation and the team’s work together.
Useful details. Thoughtful decisions. A clear next step.
Attachments with context
Add staff attachments and review reply timestamps and older history. Authorized downloads keep file access tied to the ticket.
A record of the work
Review staff-only status, owner, priority and deadline changes alongside replies, notes, attachments and customer-access activity.
Make the next step
part of the conversation.
- 01
Open any ticket source.
Use the same ticket conversation tools for manual, bot, chat and Helpdesk-form requests.
- 02
Choose the right audience.
Select a public reply or internal note before posting. Create customer access explicitly when a private portal is needed.
- 03
Continue with shared context.
Review previous replies and activity before changing the ticket. Linked conversation references keep the original request available.
A PLAN THAT FITS YOUR JOURNEY
Find your room to grow.
Check the current plans for these modules and their allowances.
Compare every planA FEW USEFUL ANSWERS
Before you get started.
How do I get started with ticket collaboration?
Use the same ticket conversation tools for manual, bot, chat and Helpdesk-form requests. Select a public reply or internal note before posting. Create customer access explicitly when a private portal is needed. Review previous replies and activity before changing the ticket. Linked conversation references keep the original request available.
Which plan includes these tools?
Compare the current plans to see enabled modules and usage allowances. New plans bundle standard AI credits with explicit usage limits.
Can I connect this to my team’s workflow?
Yes. Use the connected features on this page to combine website conversations, customer context, guided flows, and a clear path to your team.
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