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New Idea

Roles - Link for Management Rather than People

Related products:Freshservice
  • December 3, 2025
  • 2 replies
  • 44 views

You should be able to link the role that is able to manage access rather linking specific people e.g. Solution Folders. Otherwise, when that person either leaves or moves roles - everything needs to be updated and they need to be remembered to be removed from those folders as the manager. 

 

Where as if you had roles, when that person left and a new person was added - then that would automatically update. 

 

It should also appear in someone’s profile what access they have. If they have been listed as the manager for something or have reports visible to them, this should be available in their profile. That way auditing of what that person has access to in the system is clear and is able to be updated at any time. Auditing of access and clear visibility needs to be available from an administration perspective or it makes processes very hard to maintain and things slip through the cracks.

2 replies

avalynn11
Contributor
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  • Contributor
  • December 4, 2025

Totally agree with you. Linking access to people instead of roles gets messy fast — especially when someone changes jobs or leaves, and nobody remembers to clean it up.

If access was tied to roles, swapping people in or out would just happen automatically. It would save a lot of admin work and avoid things slipping through.

And yes, being able to see in someone’s profile what they actually have access to would make life so much easier. It would help with audits and stop surprises later.

Really hope the team considers this — it feels like a simple change that would make things a lot easier to manage.


  • Author
  • December 4, 2025

Agreed and there are so many places someone could possibly be linked to that without keeping some sort of documentation on what each person has access to, can get completely messy and hard to keep track of. We have about about 700 ish agents so that is a lot of record keeping. When it should just be a feature available so that we do not have to manually keep a record.