I have a scenario where there are 5 agents who communicate with customers, but I also have 10 additional agents to contribute to resolving customer issues. Is it possible to configure issue screens so the contributor agents cannot see the 'respond to customer' tab in a ticket and can only write internal comments? And in the same vein, can the 5 agents mentioned above view both 'internal comment' and 'respond to customer' tabs?
I noticed that when I requested a JIRA core user to participate, they could comment in the ticket, but it was visible to the customer, can you restrict JIRA core users to only be able to write to the internal comments section?
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Agents are the only user type that can be assigned a JSD issue and the only one that can respond to customers. Non-agents can be setup to collaborate (browse, comment internally).
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