I would like to request an enhancement that allows the option to assign visibility to more than one group but not all.
For example, we have a need to share ticket visibility between multiple groups but we don't want ANY of our Human Resources group tickets to be visible to anyone outside of that group.
A drop down for ticket visibility could be: Agent can view all groups' tickets except (group listing drop down or check boxes next to group names)
I don't know how we missed this thread. Sorry for that!
You can only assign a ticket to one group. What you could do is add overlapping agents to different groups. I know this might take some time, but considering this is a one time configuration, I guess this would work.
Thanks.
Hello,
This is not a full solution, since this will also make the tickets "show up" in all default views.
We want the tickets only visible when searched for, not in the basic "open tickets"
Correct. Ideally, we would like to give our agents global access except to certain groups, like HR. One way we accomplished this with our old Service Desk application was that we had the ability to flag all of HR's tickets as confidential (we don't want other groups having access to the sensitive information in many of our HR tickets) and only the members of HR had access to confidential tickets.
And, it's not a one-time set up. We are continuing to grow, add groups, and agents (we are into the 40's with agent count)... we are constantly modifying our service desk to accommodate this growth. So, for us, it's constant change.
Hey Jessica
I can recommend that you wait for sometime on this. We will bring the Freshplugs functionality to Freshservice in a few months.
Now, Freshplugs is a feature to control the entire Tickets details page, using Custom CSS/Javascripts.
What we can do is, create a Freshplugs which will restrict Agents to view such Tickets. we can create such Flags in the Ticket and if someone from other Team tries to access this Ticket, we can ensure that we dont show anything or we can some control to not allow them to view any content. In the Freshplugs, we can even set the Agent info/Name or Email, so that when this Agent views such Tickets, we can show the content, others don't or vice-versa
But please bear with us for sometime, so we can address this
regards
Vijay
We also would like the ability to add Facilities and HR to freshservice but ensure the privacy of tickets maintain just that - private! Service Desk Staff shouldn't be able to view HR requests including admins. We also need the SLA for groups and dashboard to show data that is desired based on group or all as needed.
This is basically a request to be able to create custom ticket scopes. I need this feature as well. It is disheartening to see some customers have been waiting over 3 years for it.
Hi,
We are looking wanting this as well... The ability to have a ticket assigned to multiple groups will assist us with the direction we would like to take! ITIL in the form of a "swarming" structure for teams is becoming more common.. having tickets in multiple groups allows us to fully implement this type of structure...
Ie.. New tickets go into a new ticket group* + assigned to the support team that deals with that client. This way, helpdesk can see all new tickets and take the ones they can do and then the support team for that company can also see new tickets for their OWN clients... ideally keeping queues somewhat tame and allowing the direct support teams the ability to nit pick difficult/specialist knowledge tickets why not having to wait for helpdesk to process through the queue.
Not sure where my comment went? :)
The ability to have a ticket be a member of multiple groups is the future of the ITIL "Swarming" structure.
We would also like this ability...
We would also like this ability. In our workflow:
Our marketing group is split in FreshService to 9 groups, for various areas of focus. Some agents are members of just one group, some are members of more than one (or all). We don't want the agents to have global access, as there are other departments with sensitive data in our systems.
Ideally, we'd like the marketing folks to be able to see any marketing ticket (as they sometimes assist/discuss cross sub-group), but not have to have each group's agent drop down contain everyone. For managers of marketing, it would be great if they could see all the tickets in all the groups, but appear in none of the drop downs (or perhaps only in their own group).
Similarly, we have other groups that are different departments (Support folks, networking folks, security folks) that collaborate on tickets enough that it would be handy to be able to see the other group(s) tickets, but very confusing if they had to appear in all of the groups agent drop down menus.
+1, especially criteria to choose from when scoping such as:
- which groups to give visibility to
- what type of visibility for each group (read only, read and add private notes, full access (change any ticket property))
- notifications: receive notifications from group, do not receive notifications from group (i.e. group ticket assignment notifications)
This is a huge issue as we are now having to redesign our entire IT helpdesk side after adding HR to keep the two side separate and still give agents the ability to update customers on tickets, not in their group.
Would like this feature too, we need certain groups to view tickets from other groups. But not all of them.
Adding them to group is not a solution, since you will get nofitications and all kind of stuff that is not relevant.
I guess this is the FS answer to this issue: https://support.freshservice.com/support/solutions/articles/50000001086-add-members-observers-to-agent-groups
But it's only available in the Forest plan -- and that is a shame.
+5We've already shipped the "Observers" feature that will address this issue:
We're also coming up with a way to provide agents different permissions in different groups:
https://support.freshservice.com/support/discussions/topics/50000000756
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