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.