We have found that once a chat message has then be raised into a ticket in hornbill the chat transcript is viewable to other users /teams taking over the ticket. However, individuals without a chat licence are then unable to view any attachments / screenshots that have been shared in the chat conversations originally.
We were under the belief that the whole chat transcript including any screenshots shared would be viewed by all - This is currently leading us to a duplication of work by having to reach out to the customer again for screenshots / attachments in order to be able to provide a service.
