Assigning tickets coming from company ABC to Agent A and limiting the ticket scope of the Agent A to "Restricted Access" should help you achieve this.
Steps to create Dispatch'r rule:
1) Goto Admin>Dispatcher > New Rule
2) Set condition as "Company Name" "Is" "Atlantic" [You can also add the same condition again and specifiy a different company]
3) Set Action as "Assign to Agent" ; Select Agent "A"
You will have to create a new rule for every company/ groups of companies that you want an agent to handle.
For limiting scope:
1)Go to Admin>Agent
2) Click Edit for the Agent A
3) Select Scope - Restricted Access
Agent A will be able to assign the ticket to a different group for escalations. Let me know if this works.
almost 4 years ago
Could i get some assistance with this? I've done as you've advised however the agent (internal IT staff) at the client can see our customer list. Can we restrict this somehow?
1 person likes this
over 1 year ago
We would also like to restrict the autocomplete suggestion contact list in the ticket creation.
about 1 year ago
Is there a solution yet? I need to restrict one agent only to see contacts for one specific company, but he still must be able to add new contacts.
24 days ago
+1 come on @freshworks - respond to your customers!
16 days ago
Apologies for the delay.
We are happy to explore the possibilities of this feature being picked up and will notify you once there's an update on this. Kindly note that new enhancements are taken up based on the feasibility and implemented based on the number of asks.
Comments to this discussion are now closed!
Sign up for Freshdesk today
Start your 21-day free trial. No credit card required. No strings attached.