This decision makes it less useful as a service desk function, I’m not entirely sure the person/team that say it’s “working by design” have ever worked on a service desk or have any idea how busy service desks get. If they had they would understand that service desks are fast paced 1st line support and if they can’t fix an issue it gets passed off to a s2nd or 3rd line service, what use is the LC chat without any information/evidence of the issue to help the 2nd / 3rd line teams rectify it. The Service desk don’t have the time to keep going around and duplicating what they have already done.
It feels like a little bit of a tease by saying “here read the text but if you want more you have to pay”, especially when they aren’t using the LC feature, The 3rd line aren’t interested in the LC features, just obtaining the information that has already been collected by the people with LC licenses, you know, 1st line support.... the people that would logically capture vast amounts of the information.
You say in previous responses "oh but this is how ever other company does it"! This doesn't mean you have to do it this way, why not be different?
