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Ideas
Toggle private followup visibility
Hello,
Is it possible to have a toggle button to control private followup/tasks/etc visibility ?
Sometimes we are on meetings with the customer sharing our screen and all the private comments will be visible.
It would be great if we had way to control if we want the private communication to be visible or hidden.
Maybe a toggle button on the top right menu, similar to how we activate the debug mode, or even just an additional option on the existing ticket filters where you can already toggle on and off the Description, Followups, Tasks, etc
The second option is not as good since we would have to make sure the filter is active before we share our screen with the customer, maybe on a second monitor, or stop the screen sharing completely to check the filter and then start sharing the screen again.
Servicio de atención al cliente por UserEcho
What is the purpose of the screen share?
Could the desired result be achieved by impersonating a different user (like the user you are sharing the screen with), or creating a second profile for yourself that has no permission to see private followups/tasks?
Hello Curtis,
It's a customer meeting where a technician is discussing the open tickets with the customer.
Doing impersonation is not an option since the technician doesn't have that ability.
As a workaround we are going to duplicate the technician profile but without the permission to see the private information on the tickets.
It's not the most elegant solution since we will have an additional profile to manage, but it will work.
Having a button somewhere to toggle the private information visibility would be better in my opinion.
Apparently, having a different profile is not good enough as a workaround since private updates sent by the user himself will still be visible.
The only possibility I'm thinking right now is to create a completely different user account just for this purpose so no private communication is visible.