Help desk ticketing · Autessa Support Desk
Team collaboration
Autessa Support Desk keeps a support team in step: it shows when a teammate has the same ticket open (collision detection), notifies people about assignments, @mentions, SLA breaches and customer replies, and lets anyone jump to any page, ticket number or article from a command palette.
The problem it solves
Two people answering one customer
Without presence, two agents reply to the same ticket a minute apart. Without notifications, a mention or a breach sits unseen. Collaboration features stop the collisions and make sure the right person hears about the right thing.
What you get
- Collision detection: while you have a ticket open, teammates who open it too can see you are there.
- A notification bell collects assignments, mentions, SLA breaches and customer replies.
- Sidebar badges show live counts, such as AI drafts waiting for review and open community reports.
- The command palette jumps to a page or a ticket by number, and searches knowledge as you type.
- Team page: add teammates by work email, set a role and see each person’s open and total assigned tickets.
How it works
How does team collaboration work in Autessa Support Desk?
Add your team
On Team, add each teammate’s work email and role (Agent, Senior agent, Team lead, Admin).
Work side by side
Open tickets as usual; presence shows when someone else is on the same one.
Hear what matters
Mentions, assignments, breaches and replies arrive in the bell. Click through to the ticket.
Every option
Notifications and presence
| Option | What it does |
|---|---|
| Assignment | A ticket was assigned to you. |
| Mention | Someone @mentioned you in an internal note. |
| SLA breach | A ticket missed its first-response SLA or resolution goal. |
| Customer reply | The customer answered on a ticket. |
| Presence | Live “also viewing” status on a ticket, refreshed in the background. |
| Command palette | Jump to any page or ticket number, or search articles and documents. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | Get notifications, see presence, use the palette, and add teammates on the Team page. |
Connected
How it connects to the rest of Support Desk
FAQ
Questions about team collaboration
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk have collision detection?
Yes. When two teammates have the same ticket open, each can see the other is there, so they do not both reply.
What triggers a notification?
Assignments, @mentions, SLA breaches and customer replies.
Can I jump to a ticket by number?
Yes. Open the command palette and type the ticket number, a page name, or words to search knowledge.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours