Agents already resolve tickets. The hard part is what happens when they can't. Handbell makes takeover instant, refunds accountable, and every customer interaction reviewable.
An agent has worked a gnarly billing case for two hours when it hits the edge of its permissions. A senior teammate drops into the run, reads the full history in one view, and takes over live. The customer never re-explains anything, because the run remembers everything.
A backlog sweep works through 400 stale tickets overnight. Routine ones close; anything involving money rings the teammate who holds refunds, with the case summarized and the recommendation attached. Approve, adjust, or take over, right there.
Every agent-customer interaction sits in the log, attributed and timestamped. The QA lead reviews the risky ones, not a random 2%, and coaching conversations point at specific moments instead of vibes.
The question in support was never whether agents can answer. It's who's accountable when they shouldn't.