Groups/ Agents/ Roles
This can be dealt with using the Team Dashboard. The agents of a certain group have more information about the group ready at hand on the dashboard. You can...
Tue, 18 Jun, 2024 at 4:57 PM
You could use the Occasional Agent's API key or credentials for authentication, while using API. However, when the API is run, it would consume a day p...
Tue, 18 Jun, 2024 at 4:58 PM
If the other agent has a Supervisor role/Admin role, you will not be able to assume his/her identity as an agent. You will only be able to assume the identi...
Tue, 18 Jun, 2024 at 5:00 PM
You will not be able to convert an agent into a contact. But however, if you delete an agent it will automatically be converted into a contact.
Tue, 18 Jun, 2024 at 5:00 PM
Go to Admin> Ticket fields> Click on Edit near the Group field and uncheck the option that says "Display to customer".
Tue, 18 Jun, 2024 at 5:03 PM
The Full Name of the Agent can be edited only by the Agent himself as he has his own Agent profile in Freshworks. The agents should click on the profile pic...
Tue, 18 Jun, 2024 at 5:12 PM