As an Administrator, you can change other agents’ email address by following the steps below,
Navigate to Admin from the menu. Under Team, click on Agents.
Click on Pencil Icon next to the agent’s name. Alternatively, you can click on the agent’s name and click on the “Edit Agent” button on the top bar.
Under the Edit Agent page, you can change or update the email address.
If the email address is already associated with a contact,
Freshdesk displays a banner "Email has already been taken."
Click on View User in the banner to go to the Contact Profile page.
Click on the "Convert to agent" option.
Choose whether the agent should be full-time or occasional, and click on Convert to create an agent from the contact profile.
Click on Update agent to save the changes.
As an Agent, you will be able to change your personal information. Only an admin can update your email address.
Please have a look at our video on how to update an agent’s profile in Freshdesk to learn more about changing agent information.
If you have any further questions or clarifications, please drop an email to firstname.lastname@example.org and our Product Specialist will be happy to assist you.