I have been looking for a way to hide a custom ticket sidebar app for some users. Based on agent ID, group ID, or user roles. But do not figure out it is possible or not.
If user AAA is loged in, the app “Hello App” is shown in the ticket sidebar.
If user BBB is logged in, the app will never even appear in the ticket sidebar.
I realised one of the latest feature of Freshdesk “Agent Handling Time” actually does it based on roles. So Im hoping this is possible.
Hopefully someone can give me a pointer on how this is done.