We provide our customers with hands on support with their sites and as such, we're often required to login to their sites to help with issues. In order to do so though, we first need to get their sensistive site login info. In our current forum setup we're doing this by the user sending the support agent a private message on the forum. This is still not ideal, as it segments the workflow, so I got thinking about how this could be improved.
Being able to make a reply in a discussion thread as "staff only" (similar to the staff only notes feature on tickets) would solve this in an elegant way. You're not taken away from the discussion and if for some reason an agent is not available, another agent could easily pick up from where the other agent left off.
I've put together 2 quick mockups to illustrate the concept.
Cheers,
Chris
** Note, the insert inline image function is actually quite unusable. The fact that everybodys images are displayed a bit crazy and after a few attempts i just gave it up completely. Using the attach to post instead. Hopefully this is something you guys can improve on soon. HTML drag and drop image upload anyone? :P
