Restricted access to contacts for agents

  • 8 December 2021
  • 1 reply

Is there any way to customize agents' permissions so that they only have access to specific contacts?

In our case, it's about a partner who should only see the tickets of a certain group of customers. However, since all contacts are displayed to this, this is a high security risk with regard to data protection laws.


Is there a way to get around this risk?

1 reply

Userlevel 7
Badge +9

Hi @hanneselb. I see that you’ve joined us recently. Welcome aboard to the Refresh Community! I hope you’re doing well :)

To answer your question, yes, there is a way to assign/ change agent permissions within Freshservice. Freshservice provides pre-defined agent roles that you can choose from and select plans also have the option of creating custom roles. 

Please refer to this help article that details out the steps:

Hope this helps. Feel free to add your follow up questions and I can direct it to out product experts who can help you with it.

Wishing you happy holidays! :)