Manage Agent Roles and Permissions
Roles help you organize your support team and control what each team member can access in Freshdesk. By assigning roles, you can ensure that agents only se...
Fri, 15 May, 2026 at 1:12 AM
If you need to fine-tune the permissions for different agents and groups, you can create custom roles. Custom roles support a long list of permissions for ...
Fri, 26 Jul, 2024 at 2:07 PM
Agent roles and ticket visibility scope work together to control what support users can do and which tickets they can access in Freshdesk. When you create ...
Wed, 13 May, 2026 at 2:12 AM
Advanced ticket scope helps administrators control ticket visibility for agents and collaborators in Freshdesk. You can configure whether users can access a...
Fri, 15 May, 2026 at 12:54 AM
When creating a new role, you can specify the permissions and actions users with that role can perform across different modules like Tickets, Solutions, For...
Wed, 8 Mar, 2023 at 5:36 PM
In your Freshdesk account, the roles that an agent is associated with are structured in the following manner: Account Administrator > Administrator ...
Fri, 18 Jun, 2021 at 12:08 AM
Assuming Identities You can assume the identity of an agent to preview the helpdesk in the agent's view or respond to tickets in the absence of ...
Fri, 18 Jun, 2021 at 12:09 AM
With the Freshdesk-Freshsales integration, you will now see a new agent role called Shared agent to control and manage your Freshsales user’s access privile...
Thu, 20 Apr, 2023 at 5:32 PM