We have been working with the free version of Freshdesk Support desk, and most of our agents prefer to work through email. We have configured FD so that all agents receive new inbound tickets… and are currently seeing all the traffic for each ticket.
I think there is a profile setting for an agent to see traffic for only their assigned tickets...however, I can’t find the setting… is that available in the free version? Many thanks. --- L
Best answer by jim.stephenView original
Greetings from Freshworks community!
If my understanding is correct, you would like to restrict your agents to see only the Tickets that were assigned to them and not all the Incoming tickets to your help desk, if yes, this can be achieved via the Agent Scope Feature which is available from the Growth plan (next to the Free plan). You can learn more about the same in this solution article: https://support.freshdesk.com/en/support/solutions/articles/196886-i-want-my-agents-access-to-be-altered-while-working-on-the-tickets-how-do-i-go-about-this-
I hope this helps.