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Team Huddle has the added advantage of allowing agents to highlight conversations and bring them to the notice of specific team members. It allows tagging a group of agents as well.

Yes, it is real-time. They even have notifications so you would be notified immediately once a message is posted in a Huddle you are part of.

An unplanned interruption, reduction in the quality or failure of an IT service is called an incident. A request from a user for information, advice, a standard change, or access to a service is termed a service request.

In situations where an agent might need to monitor a ticket which is assigned to another agent in the team, the ‘Add watcher’ feature can be used. When you are added as a watcher to a ticket, you will receive email notifications when there is activity on the ticket, like the addition of a note, a change in status, etc.

Once you are added as a watcher to a ticket, you can remove yourself from the watcher list by clicking on the “Star” icon within the ticket. You can only remove yourself from the watcher list and can’t remove other agents

Reports created by users can inadvertently be deleted if their associated user accounts are deleted from the system. This typically occurs when users, such as Occasional Agents, who initially created the reports, leave the organization.

Unfortunately, once a report is deleted, it cannot be recovered.

Therefore, taking proactive measures to safeguard your reports and prevent any potential data loss is crucial.

For example, consider cloning reports created by support agents or transferring the ownership of reports to active users before removing agents from your organization.

These precautions will help ensure the preservation of reports even when support agents are no longer associated with your organization.