Rebecca Pead

I'm really disappointed with this -  such a key function which is clearly needed ( and has been raised for 5 years!) We were told it was an active development 3 months ago and still no timeline or update?

We really do need this feature. In our user case we serve an internal team of agents with operational queries. Tickets comments in the user case are typically internal. We work SLA based as a company and this causes a lot of frustration. We still need to serve these customers in an SLA based workflow, regardless of whether they are internal or external.