Can you restrict form elements from certain agents?

[Richie]

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?

[Jack Brickey · Accepted solution]

if the 10 additional resources need to indeed be agents in the sense of assigning issues to them to resolve then no. If, however, the 10 are simply resources that collaborate w/ your 5 agents by adding comments and being able to view then you can give them browse/comment capabilities only.