Hello Mika, 

The Freshservice Community subpage can be found here. 

Depending on your use case, it sounds like you might want to set up a custom role (<hyperlinked help article) within Freshdesk.

Please let us know if you need further support. 

Good luck!

-Rachel 

Senior Customer Success Manager

Freshworks

Thanks Rachel for you reply. I will check this out as soon as I have time… I will let you know :-)

Hi,

I need the same setup that Mike Jusslin described.

I have 3 people in my group.

I want to authorize all of them to see all the incoming tickets.

Therefore I created their account as Agents

At the same time they are field service technicians.

I enabled the Field Service Tech module in Freshdesk.

I want to assign Field Service Tasks to these guys and use the Scheduling Dashboard view.

Here we can see a calendar view and easily dispatch and visualize field service tech tasks.

However only those people show up in this view whose account was created as Field Technician or Customer Service Manager. 

I experimented with adding multiple roles to the same person, in order to access the tickets and get the rights as field service tech. It was not successful.

Please let me know if there is a way to give parallel rights to the same person - agent and field service tech.

Thank you.

Gabor
 

I think you should start a new topic in the Freshdesk forum. 

Thank you Daniel, I will do that.