Hi,
Can I ask why it’s not possible to hide/disable the built-in admin/agent roles in Freshservice? Or better yet, why you can’t edit the permissions in those roles or even just rename the roles (e.g. to say “DO NOT USE”)?
I understand there’s an initial need for these roles to actually be able to access the application and make changes, but we’ve now built custom roles that feel far more appropriate in terms of access given. We don’t want to allow access to modules we aren’t using on go-live day such as Releases, nor do we want standard agents to be able to delete tickets!
The next issue stems from the fact that the custom roles sit right at the bottom of the roles list when assigning these to agents, so we’re feeling it won’t be too surprising if someone accidentally adds people to the built-in roles we wish to avoid, because they’re far easier to see than the custom roles are.
We can obviously look at locking down which of our admins can actually add agents, but we feel like it’s a design flaw to have this built-in roles impossible to remove when I’m sure many organisations feel that they allow far too much access and aren’t suitable - Hence the need for custom roles!
I feel our organisation can’t be the only one having gripes with this setup for roles.
