Hide threads from specific boards (ex: Internal) from displaying to contacts in Messenger | Voters

Hide threads from specific boards (ex: Internal) from displaying to contacts in Messenger

complete

Algenis Feliz

We would like the ability to hide the alerts board. When a company Point of Contact open their chat, they are loaded with alerts tickets from our RMM- Alerts board. We would like the ability to hide Alerts board from user's view and only show them the Help Desk board.

October 10, 2023

Marc Rosa

marked this post as

complete

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.

Marc Rosa

marked this post as

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.

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.

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?

January 7, 2024