The IT support team can interact with the user or mention any requests for the user.

Go to the agent dashboard.

In the dashboard, click on the ‘Update ticket’ quick link and open the ticket for which the interaction should be done.

Go to the interactions section, post the request or query for the user and mention the interaction status.

User can view the request from the agent and provide his response in the ‘Caller’ section.

Click on Submit to record his response.Agent can also interact with the user by posting his queries/requests in the comment section as shown below.

Click on Submit to record his response.