Resolution Path :


  • If a customer needs to control or define certain permissions for a module within Freshdesk, the initial step involves checking if the desired permission already exists. This can be done by going to Admin > Team > Roles > New Role.
  • Next, we carefully review the list of available permissions to determine if any of them meet the customer's requirements.
  • Should none of the existing permissions meet the customer's needs, we can proceed to create a Feature Request Tracker to address the specific permission they are requesting.

You can create a Feature Request Tracker by doing the following steps :

  1. First click on the "Linked Tickets" widget inside your ticket, and then "Link To a Tracker" option.
  2. Choose the "Subject" option from the drop-down and then search for any existing tracker with similar keywords.
  3. In case, there is an existing tracker for the same request, you can link your ticket to the existing tracker. 
  4. If there is no existing tracker for the same request, then you can use the "+Create New Tracker" option to create a new tracker. 
  5. Give the Subject and Description as shown in the sample below :
  6. Hit Create after filling in all necesary fields, and this will link your ticket to this tracker.