Nice. 1st and 3rd points are gold. I would say that for read only, at least allow internal team members to comment/note on customer issues and consider that rea

Nice. 1st and 3rd points are gold. I would say that for read only, at least allow internal team members to comment/note on customer issues and consider that read only as well. That way, we can have more team members be involved in internal notes etc for a customer but only charge if we are replying ? Or may be add role for agents as "commenter vs customer facing" . We ourselves offer SSO with our lower plans and that is very popular. The whole old school model of "SSO only available with Enterprise" needs to die soon.