We have been working to onboard other product support groups within our organization into one instance of Freshdesk. For the most part we have been quite successful but one "ask" that comes up every time is for the ability to limit the custom ticket details fields by Grouping. For example if we had a custom field called "User Group" and it only applied to the group supporting "Product X", then agents who are part of Product X would only see that field, not any agent of any other group.
Along those same lines, we also use the same fields across products. One particular field has more than 50 entries (it tracks the topic of the request). As we add more products, this list grows. My agents would like the ability to permission each option to one or more groups.
Therefore, if one of the options is called "Login" and this option only applies to groups who support Product X and Y, be able to limit these choices to only be viewable to agent groups who support Product X and Y.
Thanks for listening!
