Granular Permissions to edit ‘ticket replies’
In order to provide increased control for editing ticket replies inside tickets, we have introduced five new ticket level permissions:
- Edit contact reply: This permission enables agents to edit a customer’s reply.
- Edit their own reply: This permission enables agents to edit their own agent reply.
- Edit others’ replies: This permission enables agents to edit other agents’ replies.
- Edit their own note: This permission enables agents to edit their own private notes.
- Edit others’ notes: This permission enables agents to edit other agents’ private notes.
For all agent roles that had “Edit Agent and Contact replies” permission, all 5 permissions are enabled now. Admins can revisit the Roles & Permissions page to modify as per their needs.
