to whom it may concern:
I recently trialed the Pro version of FreshDesk for the Custom Roles features. Initially I thought it worked great, as I wanted to restrict visibility to contacts and other company tickets to certain agents. However, there is a problem with Custom Roles.
The contacts page can be restricted, which is great; however the fact you can query all email contacts from the ticketing To, CC, and BCC fields is a problem. This issue defeats the purposes of hiding contacts, as restricted agents can still see all email by typing in a few characters in the email fields.
This immediately made me look at alternatives because email information was still exposed to restricted agents. I hope the FreskDesk Development team can correct this, because it would be great to have all my customers under one platform.
