Restricting agent access
Roles allow you to create special privileges and profiles that specify what an agent can see and do within your Freshdesk support portal. These roles hel...
Tue, 18 Jun, 2024 at 4:34 PM
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 ...
Tue, 18 Jun, 2024 at 4:39 PM
When you create a new agent or edit an existing one in Freshdesk, you have to define their role as well as the scope of tickets that they're allowed to...
Tue, 18 Jun, 2024 at 4:39 PM
Custom roles in Freshdesk allow you to create profiles for agents that define the level of access each of them will have in your account. For example, ...
Tue, 18 Jun, 2024 at 4:42 PM
Ticket scopes determine the tickets in your Freshdesk that an agent has access to. With advanced ticket scope, you can choose whether an agent requires ed...
Tue, 18 Jun, 2024 at 4:43 PM
In your Freshdesk account, the roles that an agent is associated with are structured in the following manner: Account Administrator > Administrator ...
Tue, 18 Jun, 2024 at 4:45 PM
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...
Tue, 18 Jun, 2024 at 5:07 PM
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...
Tue, 18 Jun, 2024 at 5:16 PM