Skip to main content
Closed for Voting

Restrict user access

Related products:Freshdesk
  • December 12, 2013
  • 9 replies
  • 37 views
T
Contributor

Today, a registered user will have access to both Solutions, Forums and Tickets.

We would like to see a way of customising user access based on user type.


For example:


- Anonymous: Should have access to read forums

- Registered user: Should have access to read/post in forums, read solutions

- Registered user which is in some way approved by an agent: Access to the above + access to tickets


This will solve letting paying customers having access to the actual support system, and other users having access to the "Community" part.


(I see that it is possible to customise an Agent's access to the different Freshdesk features, but not the most important thing; the users.)

9 replies

T
Contributor
  • tlo
  • Author
  • Contributor
  • March 10, 2015

Any feedback on this feature request?

A
Apprentice
  • andrew_11046
  • Apprentice
  • June 24, 2015

Yes, I'm looking for the same. I have a software business and we open the forums to non-paying users and support tickets with fast response to paid. We have been looking for a long while for a solution to do this - but none of the support desks seem to do it!

G
Community Debut
  • ganz
  • Community Debut
  • March 3, 2016

We have exactly the same requirement in our company. We need different user roles with different service levels:


- not logged in users: read access to solutions and forums

- logged in users (regular): + write access to forums

- logged in users (paying): + access to tickets


This looks to me like a basic requirement, if you want to manage multiple service level agreements with your customers.

K
Contributor
  • keith_11877
  • Contributor
  • March 3, 2016
I think you can do this - somewhat - in the Portal definition. If you look, you'll already see conditional logic for whether a user is logged in or not. I believe you could extend that to other attributes (like "company"). It would not prevent a user from say, creating a ticket via the API, but not many will go to that trouble. I am not sure if Tags are accessible via the portal framework, but if they are that might be workable for creating different roles.

 

G
Community Debut
  • ganz
  • Community Debut
  • March 7, 2016

Thanks Keith, but I don't see a way to add an attribute "company" within the portal settings. However, this wouldn't exactly be what we require either, unfortunately.

P
Contributor
  • pablo
  • Contributor
  • August 29, 2017

We need this too!

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


Our sincere apologies for no show on this topic. It is definitely possible using the portal customisation feature available on the Estate plan and above. We can define custom attributes for the users and restrict access to portal elements based on the same.


You can refer to this section - Dynamic placeholders ,make use of liquid placeholders combined with jQuery to show/hide specific sections of the portal to a set of users.


In case if you would like to take an help of our experts , drop us a note here and we'll get in touch with you over an email.


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
G
Community Debut
  • ganz
  • Community Debut
  • August 7, 2018

Hi, can your experts contact me to explain how exactly this requirement can be solved?


Thanks,

Stefan

aravind.sundararajan
Skilled Expert
Forum|alt.badge.img+12

Hello,


Here's a snippet that hides the new ticket option for the users based on a custom attribute. You can control the visibility or access to specific sections of the portal using liquid placeholders like the one in the snippet below (portal.user.plan).


<script type=”text/javascript”>
{% if portal.user.plan != “Forest” %}
jQuery(‘a[href*=”/support/tickets/new”]’).hide();
{% endif %}
</script>



Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
Terms of UseAccessibility statement