Customers have online access to Footprints but we don't always want them to see all the updates that are entered in the Description field. Is there any way to make an update "private" (i.e. hidden from them)?
I know we could have an "Internal Notes" field (which we do) but there are a few problems with this:
1. Entries in it are not immediately visible when looking at the call (i.e. have to click on "Details" icon).
2. It is then not possible to see the full audit trail of the call in one place.
3. Agents have to try to work out the sequence of events across the two fields based on the time stamps, which is pretty unworkable.