Email distinction for Internal vs. External
RT captures all email history for anyone with an email listed on the database. However, it has become an issue internally because email rights allow viewing private internal (HR) discussions. This has caused management to remove all employee emails from the RT database, so we can no longer research email history unless it is just between you and the client. This adds to going back in forth with other teammates to confirm if they spoke to a client or followed up on a particular issue. Please create a way to view all external emails, not emails that bear the same employee domain (To and From).
Tara Shannon shared this idea