Possible Questions


Resolution Path


My existing account admin has left the company. How do I make myself an account admin?


1. Please note that an agent cannot edit their own roles/scope.

2. If customers reach out requesting account admin privilege, please follow the below steps,

  • Check if the user who is raising this request is an agent/admin in the Helpdesk from Freshops using the accountID or if their email domain matches the company domain. Post verifying, proceed to step 2.
  • Always request them to CC the existing account admin(verify from Freshops if the cc'ed contact is indeed the admin) of the account while requesting access. DO NOT proceed forward if they refuse to cc the existing account admin. It is mandatory for the existing account admin to be cc'ed. They have to be cc'ed in the same thread and we don't accept forwarded emails.
  • Wait for 24 hours and post 24 hours, please ping in the regional slack channels to add the requester as an account admin. This can be done from DevOps and can be done by a lead.
  • If you feel the request is suspicious, always check with your lead/manager once before proceeding forward.
  • If they request to delete the account admin, always let them know only an existing account admin can make changes to another account admin. These changes such as deletion and updation to the agent profile cannot be done from the backend.


How to make an existing agent in my organization as an account admin?


1. Only an existing account admin can make changes to another account admin in the account.

2. If there's already an account admin in the account, then request them to navigate to admin>>agents>>edit agent and associate account admin role from here.

3. If there are no existing account admins in the account due to any reasons, please refer to the first scenario and proceed forward.