In the ever growing regulation and compliance required world the current custom Roles in Freshdesk in limited.
The ability to remove Agents from having access to edit Notes is locke out. for our business this is just not acceptable as staff are able to edt notes and no real Audit history is recorded.
This means that no time tracking on the note of when it was first created, what was in the note at the start and what was edited in the note as well.
For this reason I dont understand why the platform does not allow us to remove this ability in Customer Roles, its locked out, and to me that is not having the ability to Customize Roles to our business to allow us to meet the Regulations and Compliance needs that we as a company need to follow under local laws.
