Similar to Light Agent in Zendesk. Many companies using Freshdesk - mine included - also use it as their internal support system for ITSM.
This means nearly all staff are Collaborators as they may need to be looped in on tickets as Subject Matter experts. Currently the UX is very disjointed. They can only create tickets via email or the customer portal, but can only add (internal) notes via the Agent portal.
Zendesk Light Agents - our former ticketing system, we moved as Freshdesk overall is a better product for our use - allowed these types of users to create tickets and update them in one portal alone, restricting them to internal notes only. This is a much smoother experience.
Please consider doing this.
