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How to restrict internal team's conversation in discussion thread

Received Response
edited Mar 31, 2020 4:19PM in Agent Desktop 1 comment


Hi All,

How to restrict internal team's conversation in discussion thread, i have front team and back-end team, when front end team gets get call/Email, they create incident and many times they forward incident to our back end team, we have allowed other contact to update Incident so when beck-end team respond email it gets updated into incident.

problem starts when Front End agent mark incident Solved and customer gets all conversation in discussion thread.

we want to display only front team and customer responses in discussion thread.

Any advise please. 

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