We just started using Ignites email queue option and would like to expand to other departments. The issue is that those emails need to be kept private within the departments. As I understand it, all queue interactions become cases, and cases are visible to all ACD agents. Is there a way to make email cases only visible to ACD agents in specific departments?
I’ve already gone through the Security List and Security Role settings in YourSite Explorer. But nothing there helps segment these emails.