Collaborators get a default scope to view the ticket even if they do not have access to the group they are tagged in. Collaborators can add/edit private notes to tickets within their scope, update the status of the ticket using the 'Send and set as' option while adding a Private Note, modify their time entry, view customer information related to the ticket (including all contacts and companies).
Modified on: Fri, 25 Jun, 2021 at 11:24 AM
To read about this feature on Freshdesk Mint, refer to this article instead
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