What are the default permissions when a collaborator is tagged in a ticket?
Collaborators get a default scope to view the ticket even if they do not have access to the group they are tagged in. Collaborators can add/edit private not...
Fri, 25 Jun, 2021 at 11:24 AM
Can collaborators create tickets?
Collaborators can create tickets from the customer portal similar to how customers can create tickets.
Fri, 25 Jun, 2021 at 11:24 AM
Why can’t collaborators create tickets from inside Freshdesk?
Creating tickets from inside Freshdesk is the role of an agent and not of a collaborator. Hence, we have given them permission similar to a Contact or custo...
Fri, 25 Jun, 2021 at 11:25 AM
Can we set up automations for collaborators?
No, automations do not work on actions taken by a collaborator. However, you can add collaborators as secondary owners using Shared Ownership or add them as...
Fri, 25 Jun, 2021 at 11:26 AM
Who is a Collaborator?
Collaborators can be colleagues from other teams or third-party contacts who are not a part of Freshdesk. They can be any stakeholder who can assist full-ti...
Fri, 25 Jun, 2021 at 11:32 AM
How are Occasional agents different from Collaborators in Freshdesk?
Occasional agents can perform any action just like a full-time agent does and the validity of the license is for a day. However, Collaborators can only acce...
Tue, 3 Aug, 2021 at 6:26 PM