Can we restrict some Agents from replying to customers?

[Chad Hill]

I have a use case where a subset of agents on a service desk need to be able to transition issues and leave internal notes, but should not be replying to customers.

How can I setup such a restriction?

[Nic Brough -Adaptavist- · Accepted solution]

Welcome to the Atlassian Community!

I can not work out any way you could do this.  The point of the Agent role is that they are your humans who talk to customers who have questions and requests.  So the role means being able to reply to the customer, and update the status of the request.

The closest I can get is when you invite a "collaborator", which (to my mind) means "asking a developer, or possibly someone in another relevant role" to get involved. 

They can not reply to customers, they would comment internally, and let the Agent translate the message for the customer.  They should not be able to transition issues - the Agent is the call manager, they probably do not need or want other people to be able to arbitrarily update the call.  (Although, you could probably automate something for "collaborator comments internally, move issue to a status that says 'Agent needs to check this update and tell the customer or respond to the developer'")

[Chad Hill]

Thanks Nic, thats what my searching was telling me. Glad to have confirmation from an expert. 

[Siobhan O_Leary Donkin]

I have this problem too.  Our junior developers need to be able to transition issues and make internal comments, but we want customer facing communications to come from our service desk leads. 

Is there any way of doing this?  e.g. put these developers into a sub group?  I can see anyway of distinguishing between internal and external comments