Hide threads from specific boards (ex: Internal) from displaying to contacts in Messenger
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M
Marc Rosa
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Exciting news: Admins can now exclude threads from specific boards from showing to end customers through Messenger, making it easier for MSPs to manage "internal-only" threads associated with contacts without overwhelming customers with non-actionable threads.
This is one of our most requested asks from our extra-large MSPs who often lean on "internal-only" boards for managing alerts, billing, and other work that doesn't require interactions or follow-ups with end customers.
We've found that contacts can sometimes feel confused when they see back office-style tickets displayed in Chat. With today's update, Admins can now filter Messenger to show actionable threads and exclude those from boards that are best for just the MSP.
M
Marc Rosa
under review
This has been a common request we've received recently! We're evaluating it and looking for a potential home for it in our roadmap.
M
Marc Rosa
Merged in a post:
Customer contact can access all open tickets on all service boards where he/she is the contact on the ticket.
R
Reid Johnston
MSPs use some service boards for 'internal' use only (not customer facing). Can we create a way to 'restrict' service boards from being seen within messenger?