Advanced Team Collaboration

Work Together

Customer support is a team sport, and effective collaboration is the key to resolving complex issues quickly. We've completely overhauled our internal tools to make teamwork seamless within the BotDesk inbox.

The Challenge

complex tickets often require input from multiple departments—billing, engineering, or sales. Traditionally, this meant taking screenshots and sending them over Slack, losing context and creating data silos.

Our Solution

Our Advanced Team Collaboration suite keeps the conversation in one place. You can now bring the right people into the loop without ever leaving the ticket.

Key Features

• @Mentions: Tag specific colleagues in internal notes to instantly notify them and ask for assistance.
• Private Internal Notes: Discuss ticket details with your team in a private thread that the customer cannot see.
• Smart Assignment Rules: Automatically route conversations to specific agents or teams based on keywords ("refund", "bug") or customer language.