Note: The Freshworks Access feature is currently available for new signups and will soon be enabled for existing customers.


Admins can now grant temporary access to the Freshworks team to assist with support and troubleshooting activities in Freshdesk. This feature ensures that Freshworks team members can access your account securely and only for a temporary duration.


At times, you may need to allow the Freshworks team to access your account to analyze and troubleshoot any reported issue.


Currently, the Freshworks team can only access your account if you manually add a team member as an agent and remain until it is explicitly revoked. However, with the Freshworks Access feature, you can now grant temporary access for a limited period, which will be automatically revoked once the specified time expires, thereby enhancing security and control over your account.


What roles can you assign to the Freshworks team?

As an Admin, you can assign any role to the Freshworks team. However, regardless of the role, the Freshworks team cannot access or modify the following features:

  • Account Exports
  • Ticket Exports
  • Contact Exports
  • Solutions Exports
  • Forum Export
  • Add/Edit/Delete any Admins and Account Admin 
  • Activate/Edit Freshworks Access

Things to Note:
  • You can grant access for a maximum of 30 days, with the option to extend or disable it at any time.
  • Only Admins can configure and grant Freshworks access.


How to configure Freshworks access?

  1. Log in to your account as an Admin and go to Admin > Agents.
  2. Click Configure Freshworks Access.
  3. Choose the date until which you want to grant permission.
    Note: You can provide access for a maximum of 30 days from the current date and extend it further if needed or disable it anytime. Once the date expires, Freshworks agents will be deactivated.  
  4. Choose the role you want to provide to the Freshworks team.
  5. Click Save.
Notes: 
  • Once you configure Freshworks access, you will receive a notification whenever a new Freshworks team member is added as an agent.
  • If you are on the Enterprise plan, you can track all Freshworks agent activities in the Activity Log.