There is a new private messaging feature in the UCM ticketing system
This allows you to send private messages related to a ticket to your staff members.
Simply tick the new “Private” option above the text editor
Here’s a screenshot:
If you click the CC/BCC button at the bottom then you will get a list of other staff members, if you tick a staff member they will get emailed a copy of the private message, like below:
These private messages are only visible to staff members (ie: people in the staff drop down list)