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Allowing categories by group

  • 30 November 2021
  • 1 reply
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Hi,

 

Looking for a way to only show categories (and therefore sub-categories and items) to a particular group, for example, we have an HR group that should not be able to assign to our “Data” category but only the “HR” category (and following sub-categories/items).

 

I couldn’t find an obvious way to do this - is it possible?

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Best answer by hemanth.ramya 30 November 2021, 13:19

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Hello @rdock,

 

You can make use of the Set Ticket Fields Options application in your helpdesk to customize and show certain ticket field options to agents based on specific conditions like the group they belong to. Article to get detailed insights on the same: https://www.freshworks.com/apps/freshdesk/set_ticket_field_options

Feel free to drop a note here for any further questions! :)

 

Cheers,

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