Note: This feature will be available for new Enterprise customers on August 18, 2021. For existing Forest, Pro, and Enterprise customers it will be available on August 31, 2021.


Are you worried about agents from different departments having access to confidential data from each other because everyone has started to use Freshservice? 

With the Restricted Group feature, you can now restrict the visibility of such data. Tickets associated with a Restricted Group will not be visible to admins and agents outside the group, even if the user has the “across all groups in the helpdesk” access level.

Note: You can control access to only tickets and data related to tickets using Restricted Groups. Access to Problems, Changes, Releases, Projects etc. shall remain unaffected by this feature.


To create a restricted group:

  1. Access the admin settings using your account credentials. 
  2. Click groups under user management. By default, the agent groups will be listed. 
  3. Click the create new button at the top-right and select agent group
  4. Enter a group name
  5. Click add a description to provide a summary of the functions of the group. 
  6. Select the business hours for the group by clicking the dropdown.
  7. Toggle enable Restricted Group 
  8. Select the radio button under the agents section to add agents as members or observers.
  9. Enter or select agents in the search field.
  10. Click the add button. The agents will get listed below the search bar under their respective member or observer modes. 
Note: Every Restricted Group must have at least one group leader. A group leader can be a group member or an observer. Any changes made to the group membership or group configurations will be notified to the group leader via email.


     11. To convert an agent to a group leader, click on the ellipsis symbol, then click on “Grant group leader 

          access”. This option is only visible once you have turned on the Restricted Group setting. 

  12. Click save, and you’re done. A Restricted Group would look like the following in the agent group list: