Groups & Agents
Sometimes, agents in your organization may leave or move to a different department. In such cases, you can delete those agents after transferring ownership ...
Thu, 28 Mar, 2024 at 5:56 PM
When you delete an agent from Freshdesk, all tickets assigned to that agent will automatically become unassigned and the agent would be converted into a...
Mon, 21 Jun, 2021 at 9:05 PM
Sometimes, agents in your organization may leave or move to a different department. In such cases, you can delete those agents after transferring ownership...
Mon, 12 Jun, 2023 at 12:23 PM
Please check the group with which the ticket is associated, and make sure the agent is part of that group. If the agent isn't part of the group, their ...
Tue, 26 Mar, 2024 at 2:02 PM
You can configure a support email address under Admin > Channels > Email and this could be specifically associated with a group. If the email a...
Thu, 24 Jun, 2021 at 10:33 PM
Once you delete a group from Freshdesk, the group field of the respective tickets would go unassigned which means inside the ticket the group option would b...
Wed, 12 Jul, 2017 at 6:18 PM
For customers, we can show specific fields using Portal Customization. This can be done on the Estate & Forest plans. Please write to support@freshdes...
Thu, 13 Jul, 2017 at 5:53 PM
When you have agents with multiple fields of expertise, it is natural to expect a functionality where you could add them to different groups. Please naviga...
Thu, 24 Jun, 2021 at 10:40 PM
The agent would be able to view tickets from all the groups that have been associated with them. This could see in the tickets tab next to the dashboard o...
Thu, 13 Jul, 2017 at 3:09 PM
No, the status field is global across all products and you will not be able to generally configure different sets of statuses for different groups. A su...
Thu, 24 Jun, 2021 at 10:42 PM