Hidden Comments to specific employees (notification)
It would be great if we could change the To field in the hidden comments section. To either send it to one or multiple employees. It would also be beneficial to be able to create specific groups and select them to send to as well.
Too many times I want to alert a specific person of a ticket that needs attention and to include instructions, but the hidden comments get alerted to everyone in the company which makes them tend to ignore them since it's not for them more often than not. The only other work around I see is to change the staff member the ticket is assigned to, but this messes up reporting for who actually completed the work on the ticket.
Douglas Bradshaw commented
It would be awesome if you could have a drop-down menu with the list of staff members that you can select via checkbox to email a internal comment to. then have the ability to let them respond to the comment in the email and have it come right back to the ticket and notify the staff member that send it via email then they in turn can respond and so on. This would be great when having a conversation about a ticket.