MTech Systems

Still important to me and my team!  Restricting one of our brands to be accessible by only one group would make life much better for us.  Thanks. 

I completely agree.  This needs to happen!  I need all agents to have access to all brands except for just one brand.  That one brand needs to be private for only a select group of folks.

Nicely stated Mike Pociask.  We're in the same situation also as a tech company.  My agents are analysts.  Comparatively, we have a relatively lower volume of tickets but many of the tickets that we do have are high-intensity issues that require a great deal of collaboration with our customers.  We know who our customers are (companies who have bought our products and services and the individual people who work for those companies) and we work with them often.  That’s the name of the game for us.

We have the same use case.  On-Hold is with development/ product management.  We still need to follow-up with the customer regularly, but the Support team has done its job.  Development/ product management takes the next step and when they do the Support team takes back over.  Having the customer see this as a hand-off to another team is important.