FreshDesk Support informed me that there isn't any way in the current version of FreshDesk to create an Agent Role with View or Read Only permissions to a Ticket. I ran into this when looking to create a "QA" agent role, where someone on the QA team can view Ticket information but cannot change the Ticket's contents or Properties.
Please include support in FreshDesk that allows the creation of a custom Agent role that can limit an Agent to read-only access to tickets.
We have exactly the same requirement! Would be interested to hear Freshworks view on getting this implemented as we currently run the risk of users sending public replies when we don't want them to.
Hello,
Apologies for the delay in getting back on this. So regarding the use case, it is possible to restrict an agent from sending out replies to a ticket. This could be achieved through a custom role.
Go to Admin > Roles > New roles and under ticket permissions if you leave the "Reply to ticket" check box unchecked and associate this role to the desired agents, those agent should be able to view a ticket but would not be able to reply to a ticket or edit the ticket properties.
I hope that helps. Have a wonderful day ahead!
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