Taking over from the agent, at any moment
A person can step in on any ticket. The agent stops, and anything it was about to do is cancelled.
Your team is always in charge. On any ticket the agent is working, a person can take over with one click.
What happens when you take over
- The ticket becomes yours, and it is marked as handed off.
- Work the agent had queued on that ticket is cancelled in the same step.
- If the agent was in the middle of a reply, the help desk refuses it, so nothing reaches the customer.
From then on the agent doesn’t reply on that ticket again, unless someone deliberately sends it back.
Stopping more than one ticket
You can also pause the agent for a whole brand, or everywhere. Pausing cancels its unfinished work and gives those tickets back to your team.