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New Idea

group specific agent limitations

Related products:Freshdesk
  • November 6, 2024
  • 0 replies
  • 22 views

davidfite
Apprentice
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I have a few different groups that we use in FreshDesk. Lets use two of the basic groups that we use, support and billing. 

I would like to have the ability to make group specific limitations based on role. For example, I would like a role to be assigned to an agent that gives them access to do basically everything in the “Support” group, but be able to restrict access to certain things within the “Billing” group. I want my support agents to be able to view and even add notes and what not to the billing tickets, but I want to restrict their ability to close the ticket in the “Billing” group, I only want certain people to be able to close “Billing” group tickets.

The only thing I have found so far would limit their ability to close tickets in any group, which is not what I need.