Hello,
First of all, the latest Agent Workspace updates are really appreciated — especially the tab highlighting for the currently active ticket. Great improvement!
However, in our daily operations, many agents regularly work with 15 to 25+ open ticket tabs simultaneously. This is common across multiple teams as agents need to cross-reference tickets, follow up on ongoing cases, and handle several topics in parallel.
The request: It would be extremely helpful to have the ability to group open ticket tabs into sub-groups within the Agent Workspace, similar to what modern browsers like Chrome or Edge offer natively with their tab grouping feature (collapsible, color-coded groups).
Use case examples — how our agents would use tab groups:
- "Urgent / Prioritaire" — quickly isolate and visually identify critical tickets that require immediate attention, avoiding them getting lost in a crowded tab bar
- "Same customer / organization" — group all open tickets from the same customer to get a full overview of their ongoing issues and avoid redundant communication
- "Ongoing escalations" — keep track of tickets escalated to L2/L3 or linked to external tools (e.g. Jira), waiting for resolution
- "Pending customer reply" — tickets awaiting a customer response, to check back on regularly without cluttering the active workspace
- "Portability / Orders" — group tickets tied to multi-step processes (number porting, order fulfillment) that require continuous follow-up over several days
- "By ticket form" — group tabs by form type (Incident, Service Request, Portability, Order…) to naturally compartmentalize different workflows
Expected benefits:
- Faster navigation and better visibility for agents handling many tickets at once
- Reduced risk of losing track of critical or time-sensitive tickets
- Improved productivity, especially for teams that rely on keeping multiple tickets open for verification and cross-referencing
- Flexible grouping adapted to each agent's workflow — by priority, customer, process, form type, or any custom criteria
Context: We are a B2B telecommunications operator with agents who frequently juggle numerous tickets throughout the day across different brands and workflows. The current flat tab bar becomes very difficult to navigate beyond 10-15 tickets. A collapsible, color-coded tab grouping system — similar to browser tab groups — would make a significant difference in daily efficiency and agent satisfaction.
Thank you for considering this enhancement
