Universal Request in Agent Workspaces

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use Universal Request in Agent Workspaces to create, view, and work on the universal request.

    Using Universal Request in the Agent Workspaces allows agents to:
    • Create universal request
    • Manage and triage universal request
    • Assign and route the universal requests to the appropriate department

    Agents can view all universal requests in a list view based on the states, such as new, in progress, or closed along with the primary task association.

    For information on additional actions that agents can perform in Agent Workspace, see the following

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