We would like to be able to use agent groups in addressing private notes, so that our agents are made aware of the "behind the scenes" activity on issues which requester have raised. I was quite surprised to see this function does not exist.
Adding agent by agent works, but it time consuming and slows productivity.
Please consider and give some priority too. I am sure many of your customers who wish to share details among their support groups on specific incidents would appreciate this.
That's something we would like to see too.
Thumbs up on this. We would very much like to see as well
This is a really useful feature as our teams grow. It's now problematic as we integrate non-IT teams, making it a difficult sell to those comfortable with email.