Dear FS team,
Freshservice currently provides only two permission states for Curated Reports:
(1) Full access to all Curated Reports, or (2) No access at all.
This global permission model does not allow administrators to define visibility on a per‑report basis, which is a significant limitation for organizations needing stricter data‑privacy controls.
According to Freshservice’s documentation on Analytics → Curated Reports, access is currently governed under a single global permission flag (“View Ticket Reports”) tied to the analyst/agent role. Once enabled, the user automatically gains visibility into every curated ticket report in the workspace. There is no mechanism to:
- Make certain curated reports public for all agents
- Restrict sensitive curated reports to specific individuals or groups
- Allow agents to view only their own performance metrics but not team‑wide/cross-team data
- Apply group‑based or role‑based visibility rules at the report level
- Limit visibility of reports containing personal performance indicators (critical under EU/Germany regulations)
This creates compliance and privacy challenges, especially in Germany, where individual performance data and survey responses are not intended to be visible to all users.
Freshservice currently offers scheduled exports as a workaround, but this does not solve the problem:
Users receiving scheduled email exports cannot view live dashboard metrics, and the workaround does not prevent visibility into other reports once global access is granted.
Requested Enhancement
Introduce granular report‑level access controls for Curated Reports, allowing admins to define:
- Public reports → visible to all agents
- Restricted reports → visible only to selected users or groups
- Private reports → visible only to the creator or specific roles
- "Self-only" reports → where users see only metrics tied to their own ticket activity (similar to requester-level restrictions in other modules)
This would align Curated Reports with more flexible permission models already present in other Freshservice modules (e.g., Requester/Agent group visibility, Service Catalog item restrictions, and CMDB CI permissions).
Additional Need (Previous Request Reference)
A similar issue exists for Survey Responses, where agents currently cannot be restricted to viewing only their own CSAT results, and Freshservice provides the same all‑or‑nothing access model. This shows a broader need for privacy-aware reporting controls.
Roadmap Inquiry
Is there an expected timeline or official roadmap for implementing granular visibility controls for Curated Reports and Survey Response visibility?
This functionality is essential for teams operating under stricter privacy regulations (Germany/EU) and for performance transparency within large IT Service Desk operations, without overexposing data.