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?
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.
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