Hey Team! So we are just about to launch chat, and are finding it very confusing to not have 2 different names for both internal "Groups" and user view "Department".
For ex. We had a Group called "CSM's" - that way support could assign tickets to this group in the Agent workspace. However, now that we're about to launch chat, when a user has to choose a "Department" - the user would see CSM's and maybe not know to choose this department. We've had to completely rename the departments to things that would make sense to customers - which is not what we wanted to do.
It would be great to have internal vs. external names on the groups/departments like we do on all other ticket forms in the ticket area. (or let us do SOMETHING to the pre-chat form without using the API) This will help us be able to make more configurations easily to the pre-chat form. Thanks!
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