How support teams work five customer accounts at once

Most support tools assume one agent is signed in as one person. That breaks the moment you need to see what a customer sees, or check two customer accounts during the same call.

Give each customer an identity

An identity is a set of cookies and storage that belongs to one tab or group of tabs. Open a tab, pick a color, and sign in as that customer. The next tab can be a different customer, signed in at the same time.

Tip: keep colors consistent across the team. If red always means a production admin login, nobody acts in the wrong account by mistake.

Save the setup as a workspace

• Group the help desk, the admin console and each customer’s view into one workspace.
• Close it at the end of a shift. Reopen it tomorrow with every login still in place.
• Share it with the team so a new agent starts with the same layout.

Take the call, keep the chat

When the phone rings, switch workspaces with Ctrl + Shift + W, help the caller, and switch back. The chat you were in is exactly where you left it.