We've integrated our B2B platform with freshdesk and noticed one major issue.
There is no way to select what Customers an Agent can see.
There is a way to hide the Customers section from an Agent completely, but we need more detailed permissions.
Right now you can limit the Agent to only seeing tickets assigned to a specific Group, this need to be further expanded to Customers.
If Agents can't see tickets not assigned to their group, why should they be able to see customer info, which is usually more sensitive?
This is more of a problem when using Multiple Products, because customers signup at different Product Portals.
If Product1 Portal has new tickets assigned to Group1, then we also need a way to assign new Customers signing up at Product1 Portal to Group1.
Then it would be easy to limit an Agent to only see customers that signed up at Product1 Portal, because those customers belong to Group1.
So we need 2 things here:
1) a new field for Customers to associate them with a group or product portal,
2) a new permission for Agents to limit their customer visibility to customers assigned to a specific group/product.
We plan to have 20+ agents in our support desk, 1 per product, and each Agent must only be able to see customers that signed up at their product's portal.
The products we are providing support for need to be completely isolated from one another. Showing Customers belonging to other products to Agents that have nothing to do with those products is a major security issue.
Thank you,
Serge
