Resolution Path :
If we get a request from a customer to change the Account Admin for a specific Freshdesk account, make sure to perform the following checks first :
- Go to Hodor and use the query below to identify all the current Org Admins (All Account Admins will be Org Admins as well ) for the Freshworks Organization in which the Freshdesk account is present in.
-You can find the Freshworks Org URL in Freshops under the "Organisation Domain" section for the specific Freshdesk account.
- Next, you can confirm with the customer if none of the existing customers are currently working with the Company.
- In case they are currently still working with the company, you can request them to check with any one of the other Account Admins/ Org Admins to make the change by logging in to Freshdesk as an Account Admin, navigate to Admin-->Team-->Agents-->Click on Edit next to the Agent to whom the access has to be given, and under the "Roles" section drop down, select Account Administrator, and hit Save.
- In case there is no other Org Admin/ Account Admin present in the Company, request the customer to reply back to us CC'ing the previous Account Admin's email address, and after half a day/1 day we can go ahead and make the account Admin change from our end.
- How to change the Account Admin ?
-Get the agent's email address, Ticket URL, Org URL and POD, and paste it in your Regional Slack channel requesting for the Account Admin change as the current Acc Admin is no longer with the company.
-One of the Senior agents in the Team with access to Freshops Admin will be able to make the change, post which you can inform the customer.