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Allow In-line comments visible only to agents
We would like to be able to comment internally among agents on any tickets/topics/ideas - this would allow agents to communicate/assist with problem tickets more seamlessly/quickly by being able to provide internally sensitive information directly to the thread without the users involved being able to see it, or getting notifications.
We realize that you can add hidden comments, but the problem here is that it still creates a visible comment (with hidden text) and notifies the user.
Ideally, we could be able to add a comment that is invisible to users/does not notify them; however, is visible to agents and notifies them.
Hello Mike,
Thank you for great idea. We have it in plans for the 3.3.x release.
I think it's reasonable to do it as internal notes with reminders feature. The only issue we have now, is to combine current reminders and internal notes into one feature.
Idea worth it to be done during next month.
Hello Mike,
Thank you for great idea. We have it in plans for the 3.3.x release.
I think it's reasonable to do it as internal notes with reminders feature. The only issue we have now, is to combine current reminders and internal notes into one feature.
Idea worth it to be done during next month.
That sounds great, thanks!
That sounds great, thanks!
In 3.3 release that is live, all agents can leave Notes which are only for internal usage.
While leaving a note notification would get only subscribed agents. There are option to not notify anyone if you leave the comment only for yourself.
Visibility for all notes - private.
In 3.3 release that is live, all agents can leave Notes which are only for internal usage.
While leaving a note notification would get only subscribed agents. There are option to not notify anyone if you leave the comment only for yourself.
Visibility for all notes - private.
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