We would like to have the option to hide/show the content of support tickets (using mail preview) only to end users in the following cases:
(It's due to PHI sharing limitations related to HIPAA compliance)
- When a ticket arrives from end users the content shouldn't be seen by internal followers by mail preview.
- When a reply/update for a ticket has been sent publicly from ZenDesk (with no internal followers) it should be seen in the mail preview to end users.
- When there is an internal update between followers for a ticket it shouldn't be seen in the mail preview.
According to the feedback we got from the support this is not possible at the moment and is a product limitation so we're raising this post here. I hope this feature request will be considered.
In case you are also a business in the field of the med-tech industry I'd be glad to know if you have a solution for it or how you're dealing with it.
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