Several agents work on one ticket. Need permanent BCC.

Hello,

After the migration from another popular support system we are generally happy but there are some things we really miss, which do not let us think that we completely migrated.

One of those things is the possibility to keep agents informed about the progress in tickets (and not revealing to clients we track it).

As soon as the ticket is assigned to an agent, the other agents lose control on it.

Yes, I know that you have a "Followers" feature. It notifies me on my mobile (without any details of the content of the message) and it adds a notification into the notifications area (but there are plenty of notifications). It requires me to go to the systems and read all the wire.

Yes, I know that we can manually put our emails into the copy, but we reveal our emails to our clients. And so clients can write directly, avoiding ticketing system.

Please add email notifications that include full conversation.

Email works. Other type of notifications and the constant need to open new browser tabs just to check what's going on - doesn't work.

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