Andrew Pritula

It would be great to be able to hide these views without removing the permissions. We want agents to be able to Delete a ticket but not see the view, similar to how an agent can assign a ticket to a different group or brand that they don't have access to. These views take up space that could be better utilized for other items. 

We are also interested in this functionality. 

Use case: We would like to trigger different automatic replies based on the various potential responses to dropdowns on the initial ticket submission form. Some of our triggered replies could prompt a response from the user. It would be much easier for our agents if they could see the triggered response inline rather than having to investigate in Events which triggered response was sent and what the user might be referencing in their reply.

We would really like this functionality added. On our webform, users select a reason for contact and a device they are contacting us about from drop down menus. This helps us identify patterns (e.g. tickets about X spiked yesterday) and allows us to review all tickets about a particular issue or device. By not having this functionality available, it makes it harder for us to identify trends in real time and review tickets after the fact, as chat tickets essentially become invisible to us from a tagging perspective.