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We recently had an employee who experienced a mental health issue. Long story short he deleted a bunch of customer communications. We have been unable to reinstall them and been left with upset customers and multiple bad business reviews online.

I’ve been told the only way to prevent agents having the ability to delete items permenantly is to upgrade to the Pro plan and use the custom roles feature. This does not feel right that this product is not secure at all levels against things like this happening. I like Freshdesk but this shows a serious flaw in your product. Please can someone from the product team advise if this can be addressed?

if you have To enhance ticket security: following steps are given

  1. User Permissions

  2. Audit Trails 

  3. Two-Factor Authentication

  4. Training

  5. Role-Based Access Control

  6. Backup and Recovery

  7. Security Audits

  8. Vendor Security

  9. Incident Response Plan

Thanks for the quick reply. Please can you advise how I can use any of these features to prevent a user being able to delete tickets. I’d really appreciate the help as Freshdesk have said i am only able to do this by upgrading to the Pro plan.

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