Equip agents with the tools they need to efficiently collaborate with other teams. With the Collaboration add-on, agents can efficiently communicate with other teams they need to get involved in solving customer questions – all within Zendesk Support.
It’s a team effort
Agents are on the front lines with your customers, but they don’t need to be the only one with all the answers. With the Collaboration add-on, agents can use Side Conversations to communicate with anyone inside or outside your company without needing to give them access to Support. You can also let other teams become light agents so they have access to Support and can make internal comments.
Stay in the loop with Light Agents
Support teams often partner closely with other internal teams, such as billing, returns and sales. Light Agents can read and leave internal comments on tickets, which allows full agents to get the right context from a subject matter expert. This way, agents can have others involved in solving customer questions without needing to give them full access to Support.