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Thomas Kidd

Adhésion le 13 déc. 2022

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Dernière activité le 13 janv. 2023

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Thomas Kidd a créé une publication,

Publication Feedback - Ticketing system (Support)

Hi!

We have cases were different agents interact with our customer-facing tickets with different roles and responsibilities and some of those roles are generally internal in nature/workflow.

As such, some users would prefer if their comments could be set internal by default rather than public.  Perhaps a self-serve option in account settings/preferences for users to set their own preferred default might be a place to start on this?

Thanks for your consideration on this matter - as always with features like this, I appreciate there's always a deeper discussion at hand but perhaps this might be a place to start and evolve the feature from.

Regards,
Tom

Publication le 13 janv. 2023 · Thomas Kidd

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Thomas Kidd a ajouté un commentaire,

CommentaireTicket management

It's a bit of an extension to this topic - it'd be great if a user could set defaulting posts to private for their own profile as well (and/or be able to define this as part of a user role) - I say this as there are workflows where internal by default would be perfect ---but not not necessarily for all agents.

I haven't looked further - is it possible to flag roles such that they're internal by default/only?

Afficher le commentaire · Publication le 13 déc. 2022 · Thomas Kidd

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