Summary:

The introduction of Playbooks has been an excellent addition to guide support staff in processing requests effectively. However, in the current agent view, the Playbooks section is always collapsed by default, which may lead to steps being overlooked.

What is required?

We propose adding a configuration option for admins to choose whether the Playbooks section should be expanded or collapsed by default. This setting could be configured at the project level based on the needs of the team.

Why is it required?

If the Playbooks section remains collapsed by default, there is a risk that agents may miss crucial step-by-step instructions provided in the Playbooks. By allowing admins the flexibility to determine whether the section is expanded or collapsed for specific projects, it ensures that the instructions are more visible and accessible, reducing errors and improving efficiency.