I have a use-case by a customer as below.
The client is using a different portal for the agents and end-customers:
- Agents to see all the ticket details and conversations i.e. if the conversations are more than 30, then all the pages
- Customer to see only the public conversations (similar to customer portal)
Using Freshdesk , we cannot filter based on public and private.
I understand that we can check if the attribute is “private” : true, then we can avoid the not to be shown to customer.
But can Freshdesk solve for it or do I need to write this logic in my program?
Is there any solution for this?