Customer with own IT (Tickets/Solutions)

  • 8 January 2018
  • 2 replies

Dear Freshservice-Users

Actual situation:
We have an actual customer with one "manager",who sees all the tickets of his company.
We do have a bunch of solutiuons, all of them can be viewed only as an "agent".

We'are facing an actual request from this customer:

He needs to manage his own tickets incl. assignment to his own 2 it-employees and us (so we add him and his 2 it-employees as agents, with the restriction to his company for the tickets). Now he see all our solutions, this is not what we want.

a) is there a way to manage tickets/solutions (assignment, closing, etc) without the agent-role?
b) is there a way to restrict the access to solutions? based on group/company-role as an agent?

Thanks in advance and best regards


This topic has been closed for comments

2 replies

I have a similar setup and came across this topic when faced with this issue. I have created an agent group for the on-site IT and restricted their access to group access. Unfortunately, they are unable to see the tickets that came in unless it's assigned to their group. What would work great is to have a means of determining permissions much how one can customize the permissions to view Solutions (KB).

Hi Ralph,

We support restricting Solutions access based on a Group. You could add this manager to a group and restrict him from accessing the Solutions. 

Also, you could restrict the agent by accessing the solutions by creating a custom role under Admin -> Roles.  

We hope you find this helpful and thanks for using Freshservice!