What you'll achieve
Internal work is assigned and auditable while the customer sees one coherent support thread.
Ask for internal help
Open the conversation and choose the work or collaboration action in the conversation panel.
Select the teammate or Team, describe the decision needed and include the relevant customer context without copying sensitive data into an external tool.
Keep the customer reply in the main composer. Internal collaboration stays hidden from the customer.
Track a work item or incident
Create a work item from the conversation when another task, incident or follow-up must be completed separately.
Set the owner, priority and due time, then link the work item back to the conversation.
Update the work item as the investigation changes. Resolve it only after the customer-facing next step is recorded.
Close the loop
- Add the decision and evidence as an internal note so the next teammate can understand the outcome without reopening the whole investigation.
- Reassign the conversation when ownership changes. Do not create a duplicate conversation for the same customer issue.
- Resolve the conversation only after the work item is complete or the remaining action is explicitly owned.