Groups & Agents

How to change an agent's email address?
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 Agent...
Tue, 6 Jun, 2023 at 10:03 AM
How to use email signatures in Freshdesk?
Agents can attach signatures to tickets. These are automatically appended to any ticket reply that the agent sends out. You can add pictures, insert links a...
Thu, 24 Jun, 2021 at 8:06 PM
How to send replies with the Agent Name in the From field of the email?
When you're in the business of providing exceptional customer service, you want to make sure that your user experience is as personal as it can get. So,...
Thu, 24 Jun, 2021 at 8:55 PM
How do I edit an agent's role?
Navigate to Admin -> Team -> Agents and edit the scope or the role of the agent to give the permissions as per requirement.
Sun, 27 Aug, 2023 at 12:54 PM
How do I set a password for an agent?
Admins will not be able to set a password for an agent. However, agents can use the 'Forgot password?' option on the login page of the support porta...
Tue, 25 Jul, 2023 at 5:40 PM
How to resolve issues with password reset?
Please check for an email from with the subject “Reset Password for your Freshworks Account” in the SPAM or any other folders (Promo...
Fri, 19 May, 2023 at 11:24 AM
Can I turn off the Activation Email for agents and set a static password?
Currently, it is not possible to turn off the activation email for agents. You'll need to send the email to the agent so that they can set a password f...
Thu, 24 Jun, 2021 at 10:01 PM
How can occasional agents get notifications for tickets assigned to them without signing into Freshdesk and send replies to customers directly through email?
Please navigate to Admin --> Workflows --> Email notification --> Agent Notification --> and turn on the notification for "New Ticket Creat...
Thu, 24 Jun, 2021 at 10:07 PM
I'm the account admin but my account has been set up as an occasional agent, and I can't login - what do I do?
Please send a mail to and we'll add a complimentary day pass to your account.  Kindly note that we do not recommend config...
Thu, 13 Jul, 2017 at 4:36 PM
How can I check the number of day passes consumed by an agent?
Please navigate to Admin > Account > Day passes in order to understand how many day passes have been consumed by the occasional agents on the portal. ...
Thu, 24 Jun, 2021 at 10:24 PM