Feature Request: Enhanced Comment Visibility Controls for Light Agents

Summary: We request the ability to set comments made by light agents to be public by default and to manually choose the visibility level (public or private) for individual comments.

Details: Currently, comments made by light agents are automatically set to private, even when they initiate a ticket via email. This behavior persists despite the admin settings being configured for comments to be public by default. This limitation impacts our workflow by requiring additional manual steps to change the visibility of comments, leading to inefficiencies and potential miscommunication.

Proposed Solution:

1. Default Public Comments for Light Agents:
   • Allow an option in the admin settings to set light agent comments to be public by default when they create or respond to tickets.
2. Manual Visibility Control:
   • Provide the ability to manually choose the visibility level (public or private) for individual comments made by light agents. This can be implemented as a dropdown menu or toggle button next to the comment input field.

Benefits:

• Improved Efficiency: Reduces the need for manual adjustments, saving time and effort.
• Enhanced Communication: Ensures that relevant comments are visible to all necessary parties, improving transparency and collaboration.
• Flexibility: Allows agents to tailor the visibility of comments based on the context and sensitivity of the information.

Impact: Implementing these features will streamline our ticket management process, enhance communication, and reduce the risk of important information being overlooked due to visibility settings.

Conclusion: We believe that these enhancements will significantly improve the usability and functionality of the comment system for light agents, aligning it more closely with our operational needs.