Feature Request:
Introduce a granular cross-team inbox permission that allows teammates to view, search, and collaborate on conversations in other teams' inboxes via internal notes/tags (within a single workspace), without granting reply or ticket-editing permissions.
Current Limitation:
Currently, if a teammate needs visibility into a conversation happening in another team's inbox (e.g., a customer reaching out to Team A while also communicating with Team B), granting inbox access usually gives them full control. This risks accidental customer replies, unintended changes to ticket routing, status changes, or attribute updates.
Proposed Solution:
Add a permission setting for secondary/cross-team inboxes that enforces strict boundaries while supporting internal collaboration.
Expected Behavior / Permissions Breakdown:
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✅ Allowed in Cross-Team (Secondary) Inboxes:
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Search for and view conversation threads from other team inboxes.
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Read full history and metadata.
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Leave internal notes and comments (and @mention / be @mentioned by other teammates).
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❌ Restricted in Cross-Team Inboxes:
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Sending public replies to customers.
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Opening or closing the conversation.
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Modifying conversation attributes.
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Changing the assignee or reassigning the inbox.
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🔒 Unaffected (Primary Inboxes):
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Teammates retain full, normal reply and editing capabilities within their own designated team inbox(es).
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Use Case:
Essential for multi-team workflows where cross-functional agents or managers need to audit, research, or weigh in on customer history across different department inboxes without risking outbound customer touchpoints or altering ticket data.