Groups & Agents

How to delete or remove an agent?
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
If I delete an agent from Freshdesk, what happens to the tickets assigned to that agent?
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
What are the best practices to delete agent without losing ticket details?
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
Why is the agent name not coming up while assigning the ticket?
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
How do I associate an email address with a group?
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
What happens to the tickets if we delete a group from the account?
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
According to the group selected by the customer, could we show a specific set of fields on the ticket form?
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
Can I have agents in multiple groups?
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
When I have an agent with group access added to multiple groups, which group's tickets will they be able to see?
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
Is it possible to keep different sets of statuses for different groups in Freshdesk ?
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