To be able to limit the view of certain agents to particular companies' tickets. Some of my customers would like to be able to reply to tickets from their own staff but I do not want them to be able to see other tickets
UPDATE: Just realised that multiple products is the way to go...pity you can't have just this function and not have to subscribe to the full product (wouldn't need a lot of the other stuff)
Thanks
Hi John,
In the Premium Version too, we have allowed Multiple Portal for User view and not the Agent view.
We will consider this for our future release and try to provide an option for Agents to access tickets for Specific Companies or All etc.
Regards
vijay
thanks Vijay,
I think agent views have been asked for before. Allowing specifc admin agents to see all and restricting tickets for certain agents would be a big seller. I know that zendesk does it.
How often do you guys release versions? curious on how long we will be waiting for
Cheers
John
Hi John
Just wanted to check with you, if you tried out this feature. We've implemented this in Freshdesk.
regards
Vijay
Hi Vijay,
In our company, we have a problem. ..
I'll briefly explain how we work:
A customer sends us an email to the support account, and a ticket is opened.
This ticket is assigned to the helpdesk coordinator.
The coordinator reviews the ticket and assigns a support technician and the technician resolves the ticket.
What problem do we have?
To control the portal and the mail, we bought two licenses Estate because it is the one that best served our needs.
The problem is that I can not create agents full time, I can only create sporadic or occasional agents.
It does not make sense for you to buy more Estate licenses so that you then limit the agent's permissions to only seeing your tickets, not the other people's.
It does not make sense that I can enter with the same username and password every time I want on n machines and can not create free agents, as in the sprout license.
I have purchased the Estate license for the portal, but the Estate includes everything that can be done in blossom, graden and sprout so you should include creating free agents, free of charge, that can only see your tickets.
Otherwise the application is meaningless.
We are a company with many customers and obviously several technicians.
Can you escalate this issue to your supervisor or to the CEO of Freshdesk? I would like an answer on your part (ASAP)
Hi Vijay,
In our company, we have a problem.
I'll briefly explain how we work:
A customer sends us an email to the support account, and a ticket is opened.
This ticket is assigned to the helpdesk coordinator.
The coordinator reviews the ticket and assigns a support technician and the technician resolves the ticket.
What problem do we have?
To control the portal and the mail, we bought two licenses Estate because it is the one that best served our needs.
The problem is that I can not create agents full time, I can only create sporadic or occasional agents.
It does not make sense for you to buy more Estate licenses so that you then limit the agent's permissions to only seeing your tickets, not the other people's.
It does not make sense that I can enter with the same username and password every time I want on n machines and can not create free agents, as in the sprout license.
I have purchased the Estate license for the portal, but the Estate includes everything that can be done in blossom, graden and sprout so you should include creating free agents, free of charge, that can only see your tickets.
Otherwise the application is meaningless.
We are a company with many customers and obviously several technicians.
Can you escalate this issue to your supervisor or to the CEO of Freshdesk? I would like an answer on your part.
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