Product features: human support

In user language: when the agent cannot help, the user can hand off to a person. Admins enable it per agent, assign local support colleagues or authorize a support group, and handle tickets at the support desk.

How users use it

1. While talking to an agent with human support enabled (Messages or a module action assistant), the shortcut bar above the composer ends with Human support (someone must be on shift). If nobody is on shift, only Submit a ticket remains.
2. Open it, briefly describe the issue, submit.
3. After a support colleague takes the ticket they contact you via Contacts; you can view My support requests at Workspace collaboration → Support queue → Requests.
4. If nobody has taken it yet, you can withdraw the request.

Note: agents without human support do not show this button.

How admins / creators configure

Work agents

1. Open My agents, open Manage on the agent to configure.
2. Switch to the Human support section.
3. Tick Enable human support and name local support colleagues; if a support group is already authorized, you need not tick local people.

Help agent (workspace-level)

1. Open Workspace collaboration → Support queue → Local support (must be a workspace admin).
2. Enable human support and name local seats; or go to Authorize external groups so a support group takes tickets.

After enable, members can also tap Human support on the help agent or action assistant.

How support colleagues use it

If you are named as a local support seat, or added to a support group:

• The top bar shows Support (a number badge when tickets wait).
• Click to enter the support desk: one top row — title on the left; scope, on-shift status, and refresh on the right.
• Left segments: Live support (waiting / mine / in progress / closed), Tickets, Service hours; middle pick a conversation; right see the user’s question and Take ticket, then Contacts them on the page.
• When done, tap Mark closed.
• If you belong to a support group: the right combobox switches Local support / Group desk. The group desk only shows customers this group is authorized for and already in service scope — not every workspace. Taking another customer’s ticket does not change the current workspace in the top bar.

If you are an admin but not on the seat list and not a group member: no top-bar Support button; enter from Feature menu (grid) → Support desk to view or help configure. Day-to-day taking tickets is still seats or the support group.

Support groups (one team serving several customers)

When the same colleagues take tickets for several customer workspaces:

1. In this team’s workspace open Workspace collaboration → Support queue → Our group; an admin creates a support group and adds members.
2. Apply to serve using the other party’s workspace number, or give the group number to the customer admin to invite.
3. The customer workspace admin opens Authorize external groups (approve or invite). Both sides must agree before the group can list that customer in service scope.
4. Three things must all be true before a member can see and take that customer’s tickets: you are a member, that customer is in service scope, the customer has authorized.
5. Authorization only lets members do support; it does not add them as customer workspace members, and they cannot see the customer’s knowledge base.

Relation to Support queue in Workspace collaboration

• Support desk: day-to-day handling UI (left segments + queue + detail + chat).
• Workspace collaboration → Support queue: left of the page is Requests, Local support, Our group, Authorize external groups. Day-to-day lists and jump to the desk go through Requests; configuration is the last three.

Related docs

• Messages, conversations, and attachments
• Create and manage workspaces
• Contacts (chat with colleagues and friends)