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Internal Notes

in Help Desk 12 comments

Dear colleagues,


I am inquiring about the possibility of activating internal notes or conversations for HR-Helpdesk Requests. I have attempted to establish a collaboration channel, which has proven successful. Specifically, I have enabled my custom channel "Notes" for Collaboration purposes only, through the Manage Service Request Channel Type Visibility task.


When responding to a request, I am able to designate a different individual to compose an answer or pose a question through my custom channel "Notes". However, if the request creator were to check on the status, they would be privy to all conversations.


Therefore, I am seeking a solution that enables communication pertaining to created Service requests without notifying the original requester.

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