I'm trying to figure out what is visible to whom in the dashboard and via email.
I am one of 2 agents in our portal. I do all my work within the dashboard in Chrome because it's a lot easier to manage than emails. If I want to add a note or comment on the ticket for the other agent to see, as well as to keep visible in the discussion, do I simply add it as an Internal Note? And when I do that, does the agent receive an email notification if he's on the ticket, or does he have to log in to the dashboard in a web browser to see it?
Also, if that agent does in fact receive an email, if he replies to the email as opposed to reading and responding via the web browser dashboard, is that email visible to the requestor?
Ticket Status: Pending
Agent 2 is CC'd within the dashboard
Agent 1 adds "Internal Note"
Does Agent 2 receive email of Internal Note? Does an email reply to such an email get posted again as Internal Note?
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