There is the need that we want our internal team to view only tickets and just communicate via comment only for our internal team and not have access to contact the customer via help desk. There should be a permissioning rule for comment only.
I agree, this is a common feature on many other help desks (Zendesk, Zoho Desk, etc.). It's really useful to have internal conversations with colleagues outside Support when we need their expertise, and they should be able to view the entire ticket thread and provide input in the form of comments.
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