We are looking to use our Freshdesk system as both an Accounting\HR change request system and a support request system. What is the method to ensure that our support agents do not have access to the Accounting\HR change request system?
The best method for separating sensitive information from support requests
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+12Hello,
It is certainly possible to restrict access for agents to tickets in a specific department . You can configure the Accounting/HR change request system as a group in the helpdesk and then ensure all tickets are auto-assigned to this group.
Now , you can restrict access to the tickets belonging to this group by assigning agents with restricted access under Roles/privileges section (Scope) in the agent profile.
Cheers!
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