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 a second customer’s account while the first one is still waiting on you.

The support team at Frontline Education, which serves “more than 12,000 educational organizations,” hit exactly that wall: “We’ve always been frustrated because of the inability to work with more than one customer at a time.” With Ghost Browser, their agents went from “two clients at once” to four or five. Here’s the setup that makes it work.

Give each customer an identity

An identity is a tab, or a group of tabs, with its own cookies. Open one, sign in as the customer (or as your admin view of their account), and open the next identity for the next customer. Everyone stays signed in, in one window, and each identity has its own tab color.

• Identities you create in the Identity Manager are permanent. Their logins survive closing the tabs, so they suit the customers and admin consoles you open every week.
• Temporary identities are throwaway. Close the last tab and the cookies are gone, which is ideal for a quick “what does a brand-new user see?” check.

Tip: agree on colors as a team. If red always means a production admin login, nobody changes the wrong account by mistake.

Keep your own tools in the Default Identity

Gray tabs belong to the Default Identity, which shares one set of logins across every workspace. Put the things you always need there: email, the help desk, your team chat. Then every workspace opens with them already signed in, and only the customer tabs change.

Save the setup as a workspace

A workspace is a saved set of tabs, each still signed in as the identity it was in.

• Group the help desk, the admin console and each customer’s view into one workspace.
• Close it at the end of the day. Reopen it tomorrow with every login in place.
• For a repeatable routine, like a morning queue check, use Freeze Tab Set so the workspace always opens with the same tabs.
• Share workspaces and logins with your team, so whoever’s on shift starts from the same layout.

Take the call, keep the chat

When the phone rings, open the workspace for that caller’s account, help them, and switch back. The chat you were in is exactly where you left it. As Frontline put it: “Now we have a little more flexibility to stop (and take the call) because we’re not going to lose our work.”

To switch even faster, set a shortcut for the workspace menu under ⋮ → Manage Shortcuts. Pick a combination Chrome doesn’t already use. Ctrl + M works well on Windows. Avoid Ctrl + Shift + W, which closes the window.

Keep big workspaces quick

Quick Tabs, built into Ghost Browser, controls how a workspace’s tabs load when you switch to it. The default loads the tab you’re looking at first and the rest one at a time, so you can start working while the others catch up.

Read the full Frontline Education story or see how support teams use Ghost Browser.