I am running into a limitation with Team Dashboards that makes centralized administration difficult.
I am an Account Admin in Freshservice, and we currently use one workspace. I am responsible for managing dashboards for multiple support teams, but Freshservice only allows me to select an agent group under Dashboard Visibility if I am a full member of that group.
For example, I may want to create and manage separate dashboards for:
- End User Support
- Desktop Support
- Applications
- Other support teams as needed
I would like the End User Support group to see the End User Support Dashboard, the Desktop Support group to see the Desktop Support Dashboard, and so on.
As the Account Admin, I should be able to create and manage these dashboards without having to become a full member of every group.
Freshservice Support confirmed that this is currently expected behavior. They also confirmed that being added as an Observer does not work. The Account Admin must be a full member of the group before that group can be selected for dashboard visibility.
This creates an unnecessary issue because I do not need to be an operational member of every support group just to manage their dashboards.
Suggested improvement:
Allow Account Admins, or users with the appropriate Manage Team Dashboards permission, to:
- Select any agent group within the workspace when setting dashboard visibility.
- Create, edit, clone, and manage dashboards for those groups without becoming a full member.
- Keep normal group membership and ticket assignment rules in place for regular agents.
This would allow Account Admins to centrally manage team dashboards without having to join groups they do not actually work in.
Please upvote if your Freshservice administrators also manage dashboards for multiple teams.
