Hello everyone,
We need to hide the reply and forward options on the Freshservice ticket page. We only need to keep the public and private note options. We haven’t been able to find a way to do this on the custom apps page. Would it be possible to have this kind of customization?
Hi @Thiago_Lima ,
You can achieve this by configuring a custom role under “Roles” section in Global Settings.
For this custom role you can select the desired permissions like, whether they can reply or forward to a ticket and then assign the agents to this new custom role.
Hope this helps
Hello Jayanth,
Thank you for replying.
Actually, I’ve already tried this option. However, if we remove the options replying and forward the agent will only be able to add private notes and that is the issue.
We need to hide the buttons reply and forward because these two option allows the agent add external emails using the CC and BCC and due to security policies We should not allow that.
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