Answered

Agents and reporting permissions

Hello.


Our company culture is very transparent.  I want my agents to be able to see the same level of reports as a supervisor normally would.  To do this, in the custom role I've assigned to them it allows them to view and export reports.  However, while they can see the reports tab, they can't actually see reports.  I'm guessing that I have to assign permissions per report, but I can't find the setting.


Anyone know?


Best Answer

Hello Jason,


The custom role should enable the agents to view all reports. There are no individual setting for each report with respect to permissions. Can you please ensure that the agents are associated with the custom role? Would you be able to share a screenshot of the setting here?


Cheers!


Answer

Hello Jason,


The custom role should enable the agents to view all reports. There are no individual setting for each report with respect to permissions. Can you please ensure that the agents are associated with the custom role? Would you be able to share a screenshot of the setting here?


Cheers!

Its working properly now.


I'm still in the process of setting up the desk, and i have my personal email address in there that I sometimes toggle between customer and agent to test different things.  I had just switch it from customer to agent.  I likely did not give it enough time to catch up.


Thanks for your response.

No worries, Jason. Glad that it's working now. Please feel free to reach out to us or glance through our FAQs in case if you need any assistance while setting up your Freshdesk account.


Cheers!

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