Actual situation: We have an actual customer with one "manager",who sees all the tickets of his company. We do have a bunch of solutiuons, all of them can be viewed only as an "agent".
Problem: We'are facing an actual request from this customer:
He needs to manage his own tickets incl. assignment to his own 2 it-employees and us (so we add him and his 2 it-employees as agents, with the restriction to his company for the tickets). Now he see all our solutions, this is not what we want.
Questions: a) is there a way to manage tickets/solutions (assignment, closing, etc) without the agent-role? b) is there a way to restrict the access to solutions? based on group/company-role as an agent?
Ralph Keller
Dear Freshservice-Users
Actual situation:
We have an actual customer with one "manager",who sees all the tickets of his company.
We do have a bunch of solutiuons, all of them can be viewed only as an "agent".
Problem:
We'are facing an actual request from this customer:
He needs to manage his own tickets incl. assignment to his own 2 it-employees and us (so we add him and his 2 it-employees as agents, with the restriction to his company for the tickets). Now he see all our solutions, this is not what we want.
Questions:
a) is there a way to manage tickets/solutions (assignment, closing, etc) without the agent-role?
b) is there a way to restrict the access to solutions? based on group/company-role as an agent?
Thanks in advance and best regards
Ralph