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Hi…we’re looking to use Freshdesk as a Contract Development workflow,  and I was wondering if it was possible to have multiple levels…currently  we have 7 or so agents on the Growth Plan, and I was wondering if it might be possible  to add 3 agents to a Pro plan.  

 

Reason for this scenario, is we’d like to have the ability to have “Parent - child tickets”  which I see are only available on Pro as well as Article Versioning.  

 

I was thinking we’d establish “groups”.  1 for our current IT helpdesk group and 1 for the Contract group.  Or is it more practical to have two completely separate sites, with different plan levels? 

 

Any insight you have on this would be helpful.  Do you have any clients that are using Freshdesk in this way?   

Hi ​@lkeyes 

Greetings from Freshworks Community

In one Freshdesk instance we do have option to categorize the agents in groups under Admin → Groups. We also have the option to restrict the scope of the agents based on the groups.

Article for reference :- Organize Agents into Groups

I would request you to please drop an email to support@freshdesk.com so that we can we get on a call and have this discussed  further and understand the usecase so that we can propose an optimal solution.

Good day :)

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