Installing the Lockdown Ticket Responses app will remove the ability for agents to edit or delete their responses on tickets.
Artifacts are critical in any audit process. To support both compliance and auditing process, an admin can remove the edit and delete options for all the ticket conversations. Post this app, once an agent replies or adds a note, it cannot be deleted from the service desk. So for any artifacts needed during the audit, a service desk manager can directly print the entire ticket for submission without any edits/deletions being performed.
1. Head over to the Admin tab in Freshservice.
2. Under the Helpdesk Productivity tab, click on the “Apps” icon and goto “Get more Apps”.
3. When you find Lockdown Ticket Responses app, click on Install.
6. You can start using the app now.