Enable seamless agent collaboration with @mentions, collaboration requests, and shared inbox visibility across teams.
RoundInfinity's ServiceDesk Collaboration provides agents with tools to request help from colleagues, mention team members for input, and maintain complete visibility across departments. When an agent needs expertise from another team or wants to loop in a specialist, they can send a collaboration request or use @mentions — and the ticket automatically appears in the recipient's inbox under "My Mentions" or "My Collaboration Requests".
Add internal notes visible only to team members, create shared tasks, transfer tickets with full context, and track who's working on what. Break down silos, ensure everyone has the context they need, and deliver exceptional service through seamless internal teamwork.
Collaboration Requests
Send formal collaboration requests to other agents or groups. Requests appear in recipient's "My Collaboration Requests" queue with full ticket context.
@Mentions
Tag colleagues with @username or @groupname in internal notes to bring them into conversations. Mentions appear in "My Mentions" inbox for quick visibility.
Internal Notes
Add private notes to tickets visible only to internal team members. Share context, insights, and updates without customers seeing them.
Shared Tasks
Create and assign tasks across teams with due dates, priorities, and dependencies. Track completion and coordinate multi-step resolutions.
Ticket Transfer
Transfer tickets between teams or agents with full context handoff including notes, history, and attachments. No information lost in transition.
Shared Inbox
Multiple agents can work from shared email and messaging inboxes with collision detection to prevent duplicate responses.
Workflow Visibility
See who's working on what tickets, track progress across teams, and identify bottlenecks with real-time activity feeds and dashboards.
Knowledge Sharing
Collaborate on building and improving knowledge base articles. Convert resolved tickets to KB articles with team input and review workflows.
Activity Feed
Real-time updates on ticket activities, team actions, mentions, and collaboration requests with notification preferences and filtering.