We have a few use cases where multiple groups occasionally need access to a few tickets of another groups, but we also need to restrict their access to additional groups tickets. We are considering going in the direction of private groups, but there are other limitations with that method.
Basically, this group vets/triages tickets, then hands them off to other groups. Sometimes they need another groups' agents to review first, or the other group has a followup after handoff. But once the ticket is handed off (or before then) those cross-group agents don't have access to the ticket.
Adding the agents outside the ticket's groups as cc's / followers would do the trick, but would also generate a lot of notifications and require manual intervention. We could set up the same with a trigger that adds them as cc's - no intervention but still lots of notifications.
Adding those agents to those other groups would clutter their workspace and flood them with unneeded macros, views, etc and apply irrelevant group triggers to them.
It would be helpful if there were some kind of silent follower access level - where the agent would have access to the ticket but their follower notifications were suppressed (better, suppressed except when they are @ mentioned ).
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