We have our service desk set up with several departments where we don't want certain departments snooping into others. So they only have access to their own. Sometimes we have a department that needs an "assist" of another department and instead of reassigning we'd like to @Mention their group to give the agents under that group access. Unfortunately, If we @Mention their group it only sends an email, but doesn't give them access to the incident to privately note.
In Roles & Permissions you can give access to an Agent if they're @Mentioned, but not a Group as an umbrella.
If there is a better way to accomplish this, I'm all ears.
Thanks!
