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Add agents to teams while AD synchronization
I have case where permission label is not enough for permission separation. Agent will be able to se...
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Limit access to Macros
Need to be able to restrict agent access so they can only edit/delete personal macros, not the ones ...
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Enabling permissions on macros for Teams
Ability for macros to be restricted for teams rather than just departments or individual agents.
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Granular Field Visibility Access in the CRM
We would like the ability to limit the visibility for agents to see fields for Organizations and Peo...
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Agent Dashboard of important reports
It would be great if Agents who do not have the reports section, instead had visibility of a dashboa...
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Exclude a user from a support ticket
To prevent CC chains from escalating, add the ability to block a user (typically CC'ed on the ticket...
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Separate Agent Permission to edit own Messages
Agents should be able to edit their own Messages/Notes. This is needed eg. for correctings typos, et...
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Agent Seperation for Knowledgebase Sections
There is currently a way to segregate users to sections of the knowlegebase but there is no way to s...
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Restrict agent permissions to Knowledgebase (KB)
We would love the ability to restrict agent side permissions for KB articles (ie: some agents cannot...
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Add agent permission to view \ hide Notes field.
We have a situation where we have auditors looking at tickets - both user and agent responses. The a...
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Be able to set automatic ticket lock permissions per user
We set tickets to automatically lock when opened by an agent, however, as Support manager I may want...
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Audit Log- Changes to Agent Permissions
In the audit logs under Admin > Agents > Audit Logs include entries that show when/who changed permi...
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Internal notes/comments (only for agents) in an article.
Hi, sometimes we need to create a note/comment to an article which is only for our agents. For examp...
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Agent permission report
As part of our Annual review, we are looking for a list/report of Agent access rights of each group ...
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Extended permission scheme for users
At the moment there is an all or nothing approach for user permissions. You either have no permissio...
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"can use tickets" in "everyone" usergroup keeps getting unchecked
The "can use tickets" slider in "everyone" usergroup keeps getting unchecked! No matter how many ti...
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Toggle All does not work as expected in Department adding for agents
When adding new Department, Permissions section, Agent Permissions: "Toggle All" in Full Access col...
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Default Notification settings per Agent Permission Group
The Deskpro default email and browser notifications give the Agents in our system more information t...
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Hide other Agents
Can we get a feature for Department based permissions where Agents can only see Agents in the same D...
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I would like to see extra permissions added to Reports
Currently, there are only very basic reports permissions - either you have access to reports, or you...
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Public chat history should be visible to agent handling the ticket that was created from it
At the moment, chat history can only be viewed by agents that are members of the same chat departmen...
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A separate agent permission to be able to control agent followers
Additional permissions for agents to add and remove agent followers. At the moment, these permission...
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Be able to create multiple agent groups for ticket assignments and restrict them
We would like to have the option of creating multiple Agents lists/groups for other Agents to choose...