Rebekah MacDonald

Since migrating to Agent Workspace our agents are encountering a pop-up to alert them when content is only visible to Agents and managers. While I understand that this is an intentional alert from Zendesk, it has had a very negative impact on our team as our team often leaves internal notes with links to internal Help articles in order to provide information when we triage tickets. This is required for one of our team's during triage, so we have had to re-download the Knowledge Capture app in order to limit disruption to their workflow. 

Are there any plans to have this alert be optional or configurable in any way? 

The ability to see (and copy) both the requester and cc's email address is something that is critical to our team's operation. +1 for the ability to see the users cc'ed on a particular response or thread.