Wez Ireland

Thanks Fabian - I've been looking/asking for this for a long time!!

Hi Erin,

First of all, I'd like to thank you for chiming in on this thread. The need in theory should be as simple as adding (or updating a permissions setting on the back end), since the button and functionality already exists.

Our use case is that we have employees who are non-technical, that are required to do a small task in congruency with our tickets, and then reply that their bit has been done. Since they are non-technical, they do not need the full agent view when they submit their own requests, although, having both views for them will greatly help on the learning curve.

By having this functionality, we'd get more corporate buy-in on the platform, and enable the organization to increase our agent count. Please consider this when evaluating the cost for man-hours vs. user-friendliness and total potential revenue.

Cheers,

 ~Wez