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Question regarding agents vs requestors

  • October 13, 2025
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I have a Use case where i have to have managers/ directors and above in the same group to be able to access a specific Catalog item. My problem is that some of these folks are Agents in Freshservice, so i cant place them in a requestor group where i would be able to manage them as a single group. Does anyone have a method where i can create a combined group for these users?   

Best answer by Ayana1

Hi @DanLentz,

That’s a common limitation — agents can’t belong to requestor groups, so managing mixed-access (agents + requestors) to the same catalog item needs a workaround.

Here are a few options:

  1. Use Department or User Fields:
    Assign a shared department or custom user field (e.g., “Access Level = Manager/Director”) to both agents and requestors, then restrict the catalog item by condition instead of group membership.

  2. Create a Separate Portal Item:
    Duplicate the catalog item — one visible to agents (through agent portal visibility) and one to requestors — and manage access separately.

  3. Automation Rule:
    If you rely on approvals or routing, set a Workflow Automator condition to include both groups or specific roles/titles.

Unfortunately, Freshservice doesn’t currently support hybrid groups that include both user types. The department/field-based filter is usually the cleanest workaround.

    2 replies

    mskotko
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    • mskotkoTop Contributor ⭐
    • Top Contributor ⭐
    • October 14, 2025

    No but you can make the service available to specific requestor groups and specific agent groups.

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      • Ayana1
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      • Answer
      • October 16, 2025

      Hi @DanLentz,

      That’s a common limitation — agents can’t belong to requestor groups, so managing mixed-access (agents + requestors) to the same catalog item needs a workaround.

      Here are a few options:

      1. Use Department or User Fields:
        Assign a shared department or custom user field (e.g., “Access Level = Manager/Director”) to both agents and requestors, then restrict the catalog item by condition instead of group membership.

      2. Create a Separate Portal Item:
        Duplicate the catalog item — one visible to agents (through agent portal visibility) and one to requestors — and manage access separately.

      3. Automation Rule:
        If you rely on approvals or routing, set a Workflow Automator condition to include both groups or specific roles/titles.

      Unfortunately, Freshservice doesn’t currently support hybrid groups that include both user types. The department/field-based filter is usually the cleanest workaround.

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