The SupportCandy Private Credentials add-on offers a secure way for customers to share sensitive information within support tickets. Here's how it functions:

Functionality Overview:

• Widget Integration: A new widget, "Private Credentials," is included within individual ticket pages.
• Customer Accessibility: The ticket creator (customer) gains access to add, edit, or delete sensitive information in this widget.
• Secure Storage: Information provided by customers is encrypted and stored in the database to ensure confidentiality.
• Agent Permissions: Agents with specified capabilities can view, modify, or delete the private credentials.
• Controlled Access: Access permissions are customizable for agents based on their roles and responsibilities.

Agent Capabilities:

• View Credentials: Permission to read/view private credentials.
• Modify Credentials: Authorization to add or edit private credentials.
• Delete Credentials: Permission to delete or remove private credentials.

Ticket-Specific Permissions:

Agents can have varying permissions based on the ticket's assignment:

• Unassigned Tickets: Pertains to tickets not assigned to any specific agent or agent groups.
• Assigned to Me: Applicable to tickets assigned to the current agent within this role.
• Assigned to Others: Relates to tickets assigned to any agent or agent groups.

This add-on serves as a secure repository for customers to share sensitive data pertinent to their support requests. It ensures that only authorized agents can access, modify, or delete these private credentials, thereby maintaining confidentiality and security standards.