Roles allow you to create special privileges and profiles that specify what an agent can see and do within your Freshdesk support portal. 

These roles help you categorize your team into different sections and assign them different capabilities so that they can do what they need to on their helpdesks without getting in each other's way. They're especially useful for larger teams, where there are different groups of employees trying to handle different areas. 


By default, Freshdesk lets you choose between 4 roles for your team members:

  • Agents: Can view, respond to and assign tickets, as well as modify ticket properties.
  • SupervisorsCan view and respond to tickets, generate reports and can also enable automatic ticket assignment of the member groups under the Admin tab.
  • Admins: Can access everything and edit configurations under the Admin tab but cannot view or modify billing information. 
  • Account Admins: Have complete access to everything, including billing and account management.

Each time you add a new agent to your helpdesk, a role must be specified. Once you apply a role to an agent, the agent will no longer be able to view or access options or updates outside their role. For example, if an agent has the role of "Agent", they won't be able to see the Admin settings.

Note: The default "Agent" role will have access to only "Canned responses", "Account exports", and "Scenario automations" settings. 


If you assign multiple roles to an agent, the highest privileges allowed across these roles will apply. For example, if you have one role that gives a user access to your community forums and another that allows them to reply to tickets, a user with both roles will be able to access your community forums and reply to tickets. 


How to assign a role to an agent:

  1. Log in as an admin
  2. Navigation:
  • For Freshdesk, go to Admin > Team > Roles
The number of agents belonging to each role will be displayed. Click on a role to add more agents to it.


Alternatively, you can assign roles when adding/editing an agent:

  • Login to your helpdesk portal as an Admin.
  • Go to Admin > Team > Agents to add a new agent (or hover over an existing agent in your list and click Edit.)
  • Scroll down to the Roles and Scope section, and click Associate roles.
  • Check all roles that you want to assign to this agent.
  • Click Save to save this agent’s roles.


Note: If you have the "Admin" or "Account admin" roles, you would not be able to make changes to your own role and scope settings by default. In such cases, please reach out to another agent with the similar role in your account to make the required changes for you.

When adding a role to a particular agent, remember to also set the scope of tickets that the agent can view. You can learn more about the difference between agent roles and ticket scope here.

In addition, you can refer to the detailed guides below: 

Setting up custom roles for agents
Adding new support agents in your Freshdesk account
How do I transfer account admin access?