Restricting agent access

Controlling agent access with Roles
Roles allow you to create special privileges and profiles that specify what an agent can see and do within your Freshdesk support portal. Roles help yo...
Tue, 18 Jun, 2024 at 11:05 PM
Creating a custom role
If you need to fine-tune the permissions for different agents and groups, you can create custom roles. Custom roles support a long list of permissions for ...
Wed, 19 Jun, 2024 at 10:41 AM
Ticket Scope vs. Agent Role - what’s the difference?
When you create a new agent or edit an existing one in Freshdesk, you have to define their role as well as the scope of tickets that they're allowed to...
Fri, 24 May, 2024 at 1:55 PM
Modifying and deleting agent profiles
In your Freshdesk account, the roles that an agent is associated with are structured in the following manner: Account Administrator > Administrator ...
Fri, 18 Jun, 2021 at 12:08 AM
Assuming identities
Assuming Identities You can assume the identity of an agent to preview the helpdesk in the agent's view or respond to tickets in the absence of ...
Fri, 18 Jun, 2021 at 12:09 AM
Advanced ticket scope
Ticket scopes determine the tickets in your Freshdesk that an agent has access to.  With advanced ticket scope, you can choose whether an agent requires ed...
Wed, 15 May, 2024 at 1:16 AM
Understanding Shared agent roles and privileges
With the Freshdesk-Freshsales integration, you will now see a new agent role called Shared agent to control and manage your Freshsales user’s access privile...
Thu, 20 Apr, 2023 at 5:32 PM
How to restrict ticket access to agents?
When creating a new role, you can specify the permissions and actions users with that role can perform across different modules like Tickets, Solutions, For...
Wed, 8 Mar, 2023 at 5:36 PM