I am configuring our new Freshdesk Helpdesk. We are an international company in the Oral Aligner industry. Our industry is highly regulate do to the healthcare nature of our business. We have 4 different support groups (Customer Care, Aligner Technical Support L1, DDX Support L2, Studio Pro Support L2 ) configured into our instance of fresh desk.
We have a strong need to limit the access or views to certain assets such as canned forms.
Each team needs the ability to collaborate with each other but some teams do not qualify to request or view certain customer or patient information do to HIPAA Laws. Currently, Freshdesk does not enable an Administrator to limit the view or use of canned forms for certain groups configured in the helpdesk system. We are able to limit access to Automated Scenarios, I’ve been told we can limit Canned Responses (I haven’t tried) but we are not able to limit Canned Forms.
Please add a similar feature to limit the access and use of canned forms in a similar way we are able to limit access and use of automated scenarios based on Groups in Freshdesk.
