What it covers
Use controlled ticket lifecycles, replies, notes and customer context to keep resolution accountable.
Service and delivery
Service desk
Run a shared ticket inbox with queues, assignment and priorities.
How it works
Give service requests an accountable owner
Work tickets from shared queues with assignment, priority and a controlled lifecycle. Replies, internal notes and customer context keep resolution work readable across the team.
In practice
Follow a ticket from queue through replies and resolution history.
When to use it
Useful situations
- Triage a new customer request into the right queue.
- Hand an active ticket to a teammate with the customer history intact.
- Separate an internal note from a customer-facing reply.
A working path
How the work moves
Receive
Open the shared queue, set priority and assign a responsible owner.
Work
Add replies or internal notes while reviewing the related customer context.
Resolve
Move the ticket through its permitted lifecycle and retain the resolution history.
Illustrative scenario
a billing query
A coordinator assigns the request to finance, records an internal finding, then sends the approved reply from the ticket. The queue shows who owns the request, its priority and the conversation already recorded, so a handover does not require a second inbox or a separate customer lookup.
Before you start
What to check
- Queues and ticket actions follow the user's service permission.
- A connected mailbox is needed before mailbox delivery is available.
Can every agent view every ticket?
Visibility follows workspace access and the underlying customer record.
Does closing remove the history?
No. Lifecycle changes retain the ticket history.
Get started
See your customer work in one place.
Start with the core CRM for free, then add the tools your team needs.