Feature Request: Enhanced Role-Based Communication for Light Agents

Summary: We request the ability for admins to configure the behavior of the system when a light agent creates a ticket and CCs other light agents, ensuring that all communications are based on their security roles rather than their involvement in the ticket.

Details: Currently, when a light agent creates a ticket via email and CCs other light agents, the system treats them all as end users. This results in:

• Light agents only seeing public comments in email notifications.
• All comments made by light agents being treated as internal, which means they cannot see previous internal comments in the email notifications.

This behavior causes significant frustration and inefficiencies, as light agents are unable to view the complete history of the ticket, leading to potential miscommunication and delays in resolving issues.
 

Proposed Solution:

1. Role-Based Communication Settings:
   • Allow admins to configure the system to treat light agents based on their security roles when they create a ticket and CC other light agents. This ensures that light agents can see all relevant comments (both public and internal) in email notifications.
2. Visibility Control for CC'd Light Agents:
   • Provide an option to set the visibility of comments for CC'd light agents based on their security roles. This can be implemented as a setting in the admin panel where admins can specify whether CC'd light agents should see all comments or only public comments.

Benefits:

• Improved Communication: Ensures that light agents have access to all relevant information, reducing the risk of miscommunication and improving collaboration.
• Enhanced Efficiency: Reduces the need for manual adjustments and follow-ups, saving time and effort for both agents and admins.
• Flexibility: Allows admins to tailor the communication settings based on the specific needs and workflows of their organization.

Impact: Implementing these features will streamline the ticket management process, enhance communication among light agents, 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 system for light agents, aligning it more closely with our operational needs.