Customer service agents can use the Agent Dashboard to perform a variety of tasks, including:
- Chatting with users about their open issues
- Viewing metadata about users, devices, and issues
- Searching, sorting, viewing, and updating user issues
- Creating and configuring personal Smart Views
- Using the "/" command to search and insert Quick Replies
- Injecting knowledge base articles into support chat sessions
- Resolving user issues
- Rejecting user issues
- Marking issues as duplicates
- Reassigning user issues
- Using shared Smart Views