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Hi All, I currently have a scenario within my organization in which we have a number of limited agents working with a restricted role which allows them to work on a set of ticket within their set queue.

 

I have noticed that when reviewing the solutions area of the self-service portal (when assuming identity) that they limited agents are able to see areas within the knowledgebase I would prefer they not. The areas in question are currently configured to be managed by a technical agent group within the business and visible to select requester groups. This leads me to two questions.

  1. If the visibility setting is set to requester groups, does this by default give all agents access to the folder?
  2. If Yes is the answer to the above, is there a way around this?

I want to allow visibility to select requester groups as they are customer facing articles, however not all agents should have visibility of them. I’m keen to know if anyone else has had this issue and of any workarounds.

 

Any assistance would be greatly appreciated.

 

Hi, Luke! Yes we have the same struggles. The rigid separation of agents and requestors, even though our agents are also requestors in many cases too, has been an issue when it comes to defining visibility. It’s also challenging that you can’t select both agent and requestor groups on the folder visibility field. 

I submitted an idea on this topic if you’d like to upvote. Thank you!

 

 

​@Jessica Mell - Interesting to see others also have this issue. I have commented on your Idea post with the hope this will push it someway to gather attention/traction.

​@pitbullpuppies that is the option we are hoping they develop eventually. Currently there is no option to select both agents AND requestors, and furthermore to select specific requestor and agent groups so you can limit visibility to a target audience that doesn’t adhere to a workspace or department structure. I need folder visibility for an ad hoc group of people spread throughout our organization, who are a mix of both requestors and agents.

We’ve run into the same thing with agents and requesters seeing more than we want. Right now there really isn’t a clean way to show certain folders only to specific agent groups while also showing them to requesters.

What helped us a bit was using eesel. It doesn’t fully solve the knowledge base folder problem in Freshservice but it gave us more control over internal content visibility and made it easier to keep sensitive info separate.

Would love to see Freshservice add more detailed visibility controls. You’re not alone on this one.

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