Hi,
I'll try and describe our aspirational workflow to help this make sense.
- We are introducing a new Service Desk as an interface between us and our end customers, market research participants. We have a dedicated team responsible for supporting these end users. Our preference is for communications between our team and our end users to happen via email only (no end user access to individual tickets/issues, rather email updates sent when "public comments" are left on issues).
- Our Service Desk Agents responsible for these tickets will regularly need to get feedback from other internal colleagues across several departments (think Finance, Project Management, Compliance, etc.) none of whom are Agents. As they couldn't leave internal comments, it wouldn't allow us to track internal resolution against the ticket without updates being shared with end customers (even by accident).
- Therefore, using an MS Teams integration, we will ask for and collect feedback via linked Teams chats not visible to end users. People asked to contribute feedback internally will need to view the ticket as end users, to see the full support case details, but we don't want them to be able to leave comments directly.
When you open a linked Teams chat, it includes a link to the issue on the Customer Portal which is necessary to ensure internal teams can share relevant feedback.
But we want to disable their ability to leave comments, so that any feedback is shared via the Microsoft Teams linked chat and our Service Desk Agents update with comments.
Can this be done? Is it via Issue Security?
Thanks in advance.
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