I am running a support company for distinct kind of customers, located around the world.
The team is also worldwide.
Due to several restrictions which are out of interest here, I wonder what the best practices are to be able to have some restrictions/privileges like:
an agent MUST NOT view company X ticket at all, or see only the ticket from company X
an agent MUST be notified only during her work-hours, also excluding holidays if possible
an agent SHOULD be able to follow up on a ticket even if the ticket is moved to a group she’s not supposed to access.
Another real example, an agent on-call may access temporally company tickets, for the duration of the ticket management. It’s a bonus.
I’m sure I can add even more groups and triggers and all, I’m sure also at least some of those points are required by other people here…