Abstract: To collaborate in context, an online messaging platform is launched for a user to communicate by way of electronic messaging with one or more other users. The online messaging platform is launched in response to a user selecting text. One or more additional users are added to the online messaging platform, when the user tags the one or more additional users. Exchange of electronic messaging is facilitated, via the online messaging platform, between the user and the one or more additional users in regard to the selected text.

Abstract: To collaborate in context, an online messaging platform is launched for a user to communicate by way of electronic messaging with one or more other users. The online messaging platform is launched in response to a user selecting text. One or more additional users are added to the online messaging platform, when the user tags the one or more additional users. Exchange of electronic messaging is facilitated, via the online messaging platform, between the user and the one or more additional users in regard to the selected text.

Abstract: A computer-implemented process for improving tracking and visibility of a ticket may include changing a status of a ticket, allowing ownership of the ticket to be shared with an internal agent. The process may also include depending on the changed status, an internal group mapped to the ticket is selected from a list of available internal groups, and selecting an available internal agent from a list of available agents within the internal group. The process may further include updating the ticket such that ownership of the ticket is shared between the customer-facing agent and the internal agent.