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@Sarah Campbell is there a way to set a default role for internal comments? The current solution is error-prone because users can forget to add the role using the lock button.
I noticed that automation rules still have two comment visibility options 'Internal' or 'Share with a customer.' This feature is currently incomplete.
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Hi, I'm wondering if more people think this feature is insuffisient.
I have an IT project, internal service desk style. My 'customers' thus are colleagues, they have browser permissions. so i need to expect from my IT colleagues to add internal command, and set a restriction for every internal comment?
There's a big difference in the context of internal / external comments on an Internal service desk and External service desk.
External service desk: non-agents should ONLY be able to set INTERNAL comments
Internal service desk: non-agents should ONLY be abe to set PUBLIC comments.
if i propose this feature to my teams, they'll be after my head...
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