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The human workbench is the primary surface where support engineers and managers spend their time. It brings tickets, customers, incidents, and knowledge into one view so teams can triage, act, and review without switching tools.

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Primary Surfaces

  • Ticket Queue: A filterable list showing priority, SLA status, assignee, source tool, and latest update.
  • Incident Room: A combined workspace for active incidents linking multiple tickets, on-call status, and Slack threads.
  • SwiftSolve Panel: AI suggestions, drafts, and next-step proposals generated by Twin.
  • Escalation Tracker: Workspace for managing active escalations to engineering or leadership.

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Daily Loop

1

Open the Queue

Start the day in the Ticket Queue filtered by your assignments and SLA urgency.
2

Triage with SwiftSolve

Review Twin suggestions: classification, next action, and related knowledge articles.
3

Act or Escalate

Run a capability to reply, update status, create a Jira issue, or escalate to on-call.
4

Log and Continue

The resolution is written back to the source system. Context persists for the next session or handoff.

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Tabs and Tools

  • Customer 360: Past tickets, recent events, and account status from connected tools.
  • SLA Monitor: Live SLA health by queue and assignee.
  • Draft History: Every Twin proposal, including rejected drafts, for reference.
  • Knowledge Panel: Search and suggest articles linked to the current customer or ticket.