When a ticket goes from group to group we are constantly having issues with the groups working on the ticket being able to see it and the private notes.
Are there any permissions being looked into around giving groups access to view other groups tickets, or at the very least, allowing access to the groups/agents who have worked on a ticket to see it again without re-assigning? We also don't want to give global rights to everyone as that would mean #1 potential confidential information being found and #2 needing to change all the agent views to be more specific to them.
Example: User X puts in a request about an issue. The ticket is then assigned to Group A. Group A puts in private notes and assigns to Group B. Somebody in Group B sends the person in Group A an email or instant message to ask a question about it. The person in Group A doesn't remember, and looks up the ticket number, but nowhere to be found.
Could you please check if our "Observers" feature will help solve your issue? https://support.freshservice.com/support/solutions/articles/50000001086-add-members-observers-to-agent-groups