Client and Partner Support
Clients and partners open a product case on their account, follow the thread, and support staff work one queue with a response clock.
Client and Partner Support is the case desk in OL Edge. Someone on an account opens a request against an opportunity, attaches files, and follows the thread. Customer success can open a case for a client. Support staff and product managers each have a queue of open work, and a response clock runs until the first public reply.