Freshservice currently lacks any mechanism to restrict survey response visibility at the agent level. The only location where the actual free‑text responses from a survey can be viewed is the ticket itself. Once an agent has permission to view survey results, the permission applies globally, meaning they can see all survey responses for all tickets, not only the tickets they handled. There is no option to limit survey visibility so that agents can only see feedback associated with their own work.
Analytics is not a workaround: the Freshservice Analytics module cannot display actual free‑text survey answers. It only surfaces sentiment scores, not the written customer comments. Therefore, Analytics cannot be used to provide agents a filtered, privacy‑appropriate view of their own survey feedback. Scheduled reports or exports also do not solve the issue because they do not (and cannot) contain the free‑text responses that agents need for coaching and improvement.
This creates a significant privacy and compliance gap, especially in countries like Germany, where individual performance and qualitative feedback may not be visible to all staff. Because Freshservice handles survey responses as an all‑or‑nothing permission, organizations must either:
- Hide survey responses completely (reducing transparency and coaching opportunities), or
- Expose every agent’s customer feedback to every other agent (violating privacy expectations and local regulations).
Requested Enhancement
Introduce granular visibility controls for survey responses, including:
-
Self‑Only Mode:
Agents can only view survey responses on tickets they personally handled. -
Supervisor/Group Mode:
Supervisors or group leads can see survey responses for their team only. -
Admin Mode:
Full visibility remains available for designated roles. -
Optional Analytics Enhancement:
Add optional visibility of free‑text response fields into Analytics with role‑based filtering.
Reason for Importance
Teams need a way to give agents access to their own survey feedback without exposing everyone’s performance data to the entire service desk. This aligns with common privacy requirements, GDPR expectations, and internal HR/works council policies.
Roadmap Inquiry
Is there an expected timeline for providing per‑agent or per‑group visibility for survey responses? The current all‑or‑nothing approach prevents compliant, privacy‑safe usage of surveys in many regions.