When internal IT staff who are not configured as members add notes to tickets via the portal, the Triage and Listening Agents currently misinterpret these internal updates as end‑user responses. This causes the agents to re‑engage with unnecessary troubleshooting prompts, especially in multi‑channel scenarios involving email, chat, and Teams. The requested feature would allow designated non‑member internal IT personnel to update tickets without being treated as external contacts, ensuring their advisory updates do not trigger automated agent conversations. This would align portal‑submitted updates from internal staff with the expected behavior of suppressing or stopping agent interaction.