How to change an Agent's Name?
As an Organization Administrator, you can change other agents’ names by following the steps below, Navigate to the bottom left corner of your Freshdesk a...
Wed, 29 Nov, 2023 at 11:46 AM
Issue when adding a new agent. 'Email address already exists. View User'
 If you are getting an error Email has already been taken View User, then click on View User which would redirect you to the contact's profile. This ind...
Mon, 17 Dec, 2018 at 3:50 PM
Not able to view or access a ticket
If you are not able to view a ticket and if it throws an error that says The ticket is either not there or you don't have permission then the cause can ...
Mon, 17 Dec, 2018 at 3:53 PM
Agents should only be able to view tickets and not perform action on it.
You can make use of Roles to restrict the actions performed by the Agents. You can check out the link to know more about this. 
Mon, 17 Dec, 2018 at 6:10 PM
How to set up agent signature?
As an admin, if you want to have a common signature for all ticket replies, click on Admin > Workflows > Email notifications > Templates > Agent...
Fri, 25 Jun, 2021 at 9:49 PM
Where do I set agent's ability to accept auto assignment?
Go to Admin > Team > Groups > Edit > Group properties > Check the option 'Allow agents to change their availability for automatic ticket ...
Fri, 25 Jun, 2021 at 9:52 PM
How many agents can I add in the Sprout plan?
In the Free plan you can add up to 10 agents. In the old Sprout plan you can add any number of users. There is no limit on the number of users that can be a...
Wed, 12 Apr, 2023 at 12:18 PM