Adding a user note that is visible for agents
Hello, I was wondering how can we add a not for a specific user, where agents can view it when handling different tickets related to the same user.
for Example, I want to label a specific user as a "fraud user" and I need this note to appear for all agents who are handling tickets coming from this user, but I need the message to be visible to them once they open the ticket.
You could add a custom field to the Contact to indicate the type of user, then have a trigger that posts an internal comment when a ticket is received from that contact.
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