Blog

Building customer-centric support one blog post at a time.

Introducing ‘Collaborators’

Support isn’t a back office cost center anymore, it is a strategic team at the center of a company’s operations. For this to happen, Support teams need to be better connected with other teams. With this in mind, we are proud to announce the launch of a completely new feature — Collaborators.

What Is A Collaborator?

Collaborators are users from other teams outside of support that can view conversations, customer history, and searches. These users can help you solve customer questions with internal notes and @mentions, see customer feedback and more. Don’t worry though — we’ve also set them up so they don’t do any harm or cause confusion. They can’t have conversations with customers, or edit organizations, profiles, etc. This ensures that your external communications with customers are consistent and owned by your Support team.

Here are some ways Collaborators can help your support team today:

  • You get a difficult technical question and need a developer’s help to get the answer
  • You need approval to authorize a refund over a certain amount
  • You need an answer from your product team about when an item is coming back in stock
  • You need to ask your Shipping department if a package has left the warehouse
  • You want to find a customer’s original sales rep

What Are The Benefits of Collaborators?

Finally, you won’t have to worry about the number of seats you have in your support system. Collaborators help your support teams provide more efficient service by making it easier to communicate with other departments. Whether these internal users want to stay informed about individual customers or learn more about your business operations, they can view and research any customer of interest. Collaborators can help support teams respond quickly and flexibly to complex customer requests, solve issues faster, and surface common issues with the rest of the company.

How Do I Set Up Collaborators?

Collaborators are free and available to the Enterprise Plan. Instructions on how to add them can be found here.

Request a Demo