Possible Questions :

Resolution Path


  • How to Provide a collaborator with access to Analytics?

    -There are two types of collaborators. 1. Ticket Collaborator and 2. Analytics Collaborator.
    Analytics Collaborators can view reports in the Analytics module as well as access all the functionalities of the Ticket collaborators.

    To provide a collaborator with access to Analytics, first login as an "Admin", and then navigate to Admin -->Team-->Roles--> Next to Analytics Collaborator, click on "Add Agent" to the right, and select the collaborator's Name to add this role to the user. This will ensure that the collaborator has access to the Analytics section as well.


  • How to change the Account Admin role to another Agent?

    - In order to make changes to an Account Administrator role, you would have to log in to Freshdesk as an Account Administrator, and then Navigate to the Roles page in this way Admin-->Team-->Roles.
    - Click on the agent account to the right of the role, and add an existing agent to this role and hit Save.- In case the existing Account Admin is no longer available and left the Company, please follow this article to add a new Account Administrator in the Freshdesk account. --> Change Account Admin

  • How to provide access to Analytics/Reporting to an Agent?

    - First follow the article here on Roles - How to create a new role? to understand how you can create a new Custom Role.
    - Then while configuring the custom role, make sure to enable the below permissions to enable the agent to View and access the Reports/Analytics tab for their profile as shown below :


  • Who is the Admin for this account?

    - You can request the customer to check themselves, in case they have the permission to "Manage Agents" as part of their assigned role, they can navigate to Admin-->Team-->Roles, and click on the number of Agents next to the role "Administrator" or "Account Administrator", and check who all are listed in their account as Admins or Acc Admins respectively.
    - To check who the Admin is for an Account from our end, we can check from Freshops. Under the Agents tab, if "Admin" column is TRUE, it would mean that all such agents are "Administrators".
    - To check the Account Administrators, we can check from Hodor for the "Org Admins" in that Org, as this would give the list the Account Admins as well since Org Admins are Account Admins by default. Here is the command to use :

"Org Admins for airbot.freshworks.com in US"

  • Differences between the roles available in Freshdesk

    By default, Freshdesk lets you choose between 4 roles for your team members:

    Agents: Can view, respond to and assign tickets, as well as modify ticket properties.
    Supervisors: Can view and respond to tickets, generate reports and can also enable automatic ticket assignment of the member groups under the Admin tab.
    Admins: Can access everything and edit configurations under the Admin tab, but cannot view or modify billing information.
    Account Admins: Have complete access to everything, including billing and account management.