Appreciate the feedback and fully understand but to be honest, we haven't had the need around these items over the last few weeks and we've done our normal support volume. I am just saying, you can do this if the need comes up and addressing your concern that there are ways to handle "sensitive" information.
Addressing the ticket concern, once things hit a ticket, it's the "OK we need access for our developers to further review" and there is extremely limited communication from the client's end at that point. We then have updated the topic with anything further that has come to it.
Ultimately, like @Jordan Miller said, it is a new process and it is going to take some time to get used to from both customers and our staff. Think benefits are already showing with customers helping and contributing so continue to work through it and we welcome any feedback 🙂 .