Currently when setting up access to ticket groups there are two options
Option 1 - Agent can view all groups
Option 2 - Agent needs to be added to a group to be able to view tickets assigned to that group
There needs to be a third option when Agents can be granted access to all groups except for.
Option 2 works fine if you have a a small number of groups, but as the number of groups grows, being able to specific that agent can access All groups except for Group XYZ is a lot easier to manage.
Thanks for the feature request, Prithi. In your opinion, what's the number of groups after which one-by-one group mapping becomes unmanageable?
For me, 5 groups.
the other use case here is that by applying Option 2 (Option 2 - Agent needs to be added to a group to be able to view tickets assigned to that group) that agent can then be assigned tickets for that group, which is not what we want. We only want to agent to be able to view the tickets.
Thanks, we'll take this into consideration.
As for your request around allowing agents to view tickets in a group without being assigned tickets - we have something coming up soon! Stay tuned to our roadmap section! (https://support.freshservice.com/support/discussions/forums/290987)