Sandbox-Freshdesk

TABLE OF CONTENTS

• Before you Begin
• Add an Agent
  • Purchasing agent licenses
  • About the agent’s email signature
• Edit an Agent
• Delete an Agent

Before you Begin

You may need to understand a few concepts:

• Is your agent going to log in every day or only sometimes? See Understanding Full-time vs Occasional Agents
• What actions should your agent be able to perform? See Controlling agent access with roles and Creating a custom role
• Which tickets should the agent be able to access? See Ticket Scope vs. Agent Role - what’s the difference? and Organizing Agents into Groups
• To add, edit, or remove agents, you must be an Administrator or above. Admins can take these actions from the Admin | Team | Agents page.

Add an Agent

1. Click on New Agent in the top bar.
2. From the Agent type dropdown, select Support agent and choose whether they’re Full time or Occasional.
3. Under Agent details, provide the following information:
   1. (Required) Email address: Provide the agent’s email address.
   2. If the provided email address is not in your contact book, you will be prompted to optionally provide a Name, Phone number, Mobile number, and Job Title for the user.
   3. If the provided email address is already in your contact book, you’ll receive an error message. See below.
   4. Upload photo: Click to add a profile picture of the agent.
   5. Time zone: Choose your agent’s time zone.
   6. Language: Choose the agent’s portal language.
   7. Signature: Customize the agent’s email signature.
4. Under Scope, choose the appropriate option:
   1. Global access: The agent can access all tickets in the helpdesk.
   2. Assigned to their group: The agent can only access tickets assigned to the groups they’re a part of.
   3. Restricted Access: The agent can only access their assigned tickets.
   4. If you choose Global access or Assigned to their group, you can also use the given dropdown to add the agent to your defined groups.
5. Under Roles, choose the roles to assign to the agent. You can choose from several default roles or any custom roles created in your FreshDesk account.
6. Click Create agent.

Important: If the provided email address is already in your contact book, you’ll see an error message stating “Email has already been taken. View User.” Click View User to go to the Contact Profile page. Click Convert to Agent to bring up a dialog, select the type of agent and click Convert.

Once you successfully create the agent in Freshdesk, they will receive an activation email. They can use that email to log in and set the password for their Freshdesk account.

In case they don’t receive their activation email in their inbox or spam folder, they can attempt to log in as an agent and click on the Forgot Password link to regenerate their activation email. If you repeatedly attempt to log in using incorrect credentials, you will receive an error message stating, "Due to consecutive failed logins, your account has been blocked." Your account will be temporarily blocked, and an email will be sent to the agent attempting to log in. However, the account will automatically unlock after 2 hours. If the issue persists, please contact our support team.

Purchasing agent licenses

Your plan limits the number of agents you can add to your Freshdesk account, starting with 10 agents on the Free plan. As an Account Administrator, you can add more agents by upgrading to a higher plan or purchasing additional agent seats on your existing plan.

1. Navigate to Admin | Account | Plans and Billing.
2. Choose your plan, which displays the number of agent seats.
3. Choose the number of agent seats to add and select Proceed to Payment.
4. Check your order summary, account, and billing information, and provide your credit card details to complete the payment.
5. After the payment is authorized, the requested agent seats will be added to your account.

Note: If a new agent is added during a billing cycle, charges will be prorated accordingly.

To add agents via the offline payment method (subscription via a retailer), contact billing@freshworks.com.

If the payment is completed but you cannot add agents, contact support@freshdesk.com.

About the agent’s email signature

When an admin creates a new agent, they can provide that agent’s email signature within the new agent form. Admins can also create a global signature for all agents to use.

Agents can change their own signatures by clicking their profile in the top right corner of the portal and going to Profile settings | Signature. Email signatures support rich text and publicly hosted images.

A configured signature is automatically added to a ticket response when you click Reply.

Quick procedure to add a signature in Freshdesk:

• Please navigate to Profile settings by clicking on the profile picture on the top-right corner inside your Freshdesk account.
  
  

• You can set up your signature in the 'Signature' field:
  
  

• If you are looking to add a signature for another agent, please navigate to Admin  > Team > Agents- > Click on Edit.
• If you scroll down the form at the end of the agent details section, you'll find the text box and controls for Signature.
• Please note that if you want to use images in your signature, they have to be hosted publicly. A URL would have to be provided in order to add it to the signature.
• Ensure to Save the changes once you're done.

A common signature (for example -  the company logo/ banner image) can also be set up for all agents under Admin > Email notifications > Templates > Agent reply template section. This would appear in the reply editor while drafting ticket replies.

The configured signature is automatically added to all tickets the minute you click the Reply button on the ticket details page.

Adding a signature that has HTML content under the Profile settings:

Right now, we do not have a direct way to add an HTML code to a signature under the Profile settings page. Instead, 

1. Make use of the agent reply template or the signature management apps as they would have a dedicated section to add the HTML code.
2. You can add the code from the Console tab under the Profile settings page and follow the below steps:

• Place the cursor inside the Signature box-> right-click on the browser -> click Inspect option.

• Under the Elements tab, you will see a class with the name redactor_editor as in the below screenshot:

• Right-click next to it and click on the Edit as HTML option. Screenshot for reference:

• Paste your HTML code right next to the
  tag as highlighted below:

• Once it is done, click outside the section and you will see the HTML content under the Signature section.
• Save the changes.

Edit an Agent

You may need to edit agents to change agents from Full Time to Occasional or vice versa, to change their access and scope, or to redefine their roles.

1. Find the agent to edit in your list of agents or use the search box.
2. Click the Pencil icon on the right side of their row to go to the Edit agent page.
3. Update any fields you wish to change and click Update agent below.

To change an existing agent’s profile information and contact details, the agent must navigate to their profile instead. Admins cannot edit this information for agents.

1. Navigate to profile settings
2. Click on Change your profile info or password 
3. Once the Freshworks account page opens, click Edit Profile
4. Once the changes are updated, click Save

Delete an Agent

Important: Ensure that you reassign any unresolved tickets before deleting an agent. Otherwise, those tickets will be Unassigned.

1. Find the agent to remove from your list of agents or use the search box.
2. Click the More icon on the right side of their row.
3. Click Deactivate to retain their information in the help desk, or Delete to remove them completely. See Deactivating agents.
4. Click Confirm in the confirmation banner that pops up.

The agent is still retained as a contact in your Freshdesk account. If necessary, you can delete their contact from the Contacts page.