Agent

Console, handling requests and escalation.

Start work in the console Open **Agent console**.
Handle a request Open the case, **take** or **assign** it, then change the status to one that means work has started.
Reply to the customer and add a note A **reply** is visible to the customer. Before sending, check the text and remove placeholders. State clearly what changed and what you expect next.
Priority, SLA and escalation Set priority (**low / normal / high / urgent**) according to customer impact and urgency.
Attachments, participants and links Attach only files required to resolve the case. Download only attachments marked as clean.
What to do in a security incident Stop work immediately if you see: - another organisation’s data, - an internal note visible to the customer, - suspicious permissions or access, - a manipulated invoice, - a missing audit entry.