The best method for separating sensitive information from support requests
We are looking to use our Freshdesk system as both an Accounting\HR change request system and a support request system. What is the method to ensure that our support agents do not have access to the Accounting\HR change request system?
1 person has this question
It is certainly possible to restrict access for agents to tickets in a specific department . You can configure the Accounting/HR change request system as a group in the helpdesk and then ensure all tickets are auto-assigned to this group.
Now , you can restrict access to the tickets belonging to this group by assigning agents with restricted access under Roles/privileges section (Scope) in the agent profile.