Add change history to the security group permission section
At this point the only option is to have every employee set as a global admin so they can follow along on the history of a ticket... please add this option "View Ticket Change History" to the security group list.
As an example of how this could be useful: When a customer replies the ticket gets set to customer reply... Lets say the customer replies "OK, thanks".
An employee reads the response, then looks at the bottom of the ticket view to see in the change history what the status was before the customer replied so they know what to set the status to now (so if it was set to waiting for parts, they know to put it back to waiting for parts, if it was set to ready for pickup, it gets set back to ready for pickup, etc).
To have to read the chain of emails on the ticket to get an idea of what is going on is a waste of time.