How to Restrict Ticket Visibility to Individual Users in FreeScout?

[archos]

Hi everyone,
I’ve run into an issue in FreeScout where I need to limit ticket visibility so that each user can only see their own tickets.
Does anyone have tips on how to achieve this?
Or suggestions on which extensions to choose?
Thank you very much for any advice.

[luckow]

@archos I'm interested in the use case (because that doesn't make sense in my understanding of a helpdesk). But maybe this is the solution? -> https://github.com/freescout-help-desk/freescout/issues/701#issuecomment-1685250202

[archos]

@luckow Maybe I misunderstood, but in my opinion, support staff should see all tickets, while customers should only have access to their own support requests. This ensures each customer’s privacy.

[luckow]

@archos Basic behavior. You do not need an additional module for this.

[archos]

@luckow Ok, thank you for the information. Maybe I missed something. I just found it strange that when I log in as User A, I can see what User B wrote to support

[ccfu]

@archos I think you are maybe misunderstanding something here. Users and customers are not the same thing. Users are support staff who log in to Freescout and can reply to tickets. Customers should not have accounts / be able to log in at all as otherwise they will indeed see - and be able to reply to - all conversations in mailboxes they are allocated to.

Customers can access their own tickets if you have the module End User Portal: https://freescout.net/module/end-user-portal/. What they see there is linked to their email address(es) and the respective mailbox in Freescout.

[archos]

I apologize again for the unnecessary thread. I really misunderstood. Thank you very much for the explanation. Sometimes simple things seem complicated.
I purchased the module. Thanks again to everyone; it was my mistake.

[humptydumpty]

@archos FS is all about selling you modules. The base install is really bare/basic. Here are some modules that I recommend:

• Block External Images
• Customers Management (CRM)
• Dark Mode
• Extended Editor
• Global Mailbox
• Saved Replies
• Tags
• Two-Factor Authentication

[ccfu]

I can also recommend the Custom Fields and Workflows modules.

[archos]

Many thanks to everyone for the help and information; everything is fine now. I ended up purchasing a few additional modules. It was the classic case of an error between the chair and the keyboard.