Create Agents

An agent is a support staff member who resolves IT tickets and assists users within the platform. When you add a new agent, their assigned roles determine their specific access permissions within the Freshservice for MSPs service desk.

• Multiple assigned roles: If an agent is assigned more than one role, their access level will be based on the role that grants the most extensive permissions. For example, if one role allows viewing tickets and another allows editing and deleting tickets, the agent will be able to view, edit and delete tickets.

• Configurable access levels:. You can configure roles with highly restricted access, such as allowing agents to view only tickets directly assigned to them. 

Add agents

1. Navigate to Admin > Global Settings > User Management > Agents, and click Add Agent.

2. Click New Agent.

3. Fill the mandatory fields such as name and email address.

4. Belongs to client displays the client to which the agent will be assigned.  
   Note: Agents can belong only to the MSP organization.
   

5. Specify if you want the agent to be:

   • Full-Time - Requires an IT agent license

   • Occasional - Requires a day pass for each day the agent login.

6. Optional, select the Mark as VIP drop-down if required.
   

7. Select the required location from the drop-down list.
   Note: Agents can only be assigned locations that belong to the MSP organization.

8. Enter the Department name.
   Note: Agents can only be assigned departments that belong to the MSP organization.

9. Enter the reporting manager name.

Note: The reporting manager must belong to the same client or organization as the agent.

10. Click Create.

The agent will receive an activation email to activate an account in your service desk.

Note: If agent activation emails are enabled, the agent will automatically receive an email to activate their account and access the service desk. If not, the admin must manually send the activation email to the agent.

Manage agents

You can perform the following actions on the agents:

• Clone 

• Edit

• Import

• Export

Clone an agent

To clone an agent:

1. On the Agents page, hover over the required agent and click Clone.
   Note: During agent creation, groups, and roles are automatically cloned.

2. Fill in the mandatory fields.

3. Specify if you want the agent to be Full-time or Occasional.

4. Fill the required details and click Clone.

Edit an agent

To edit an agent, hover over the required agent and click Edit. You can edit the agent details based on your requirement.

Import agents

To import agent information:

1. Navigate to Admin > User Management > Agents, and click Import.

2. Upload a CSV file by selecting or dragging it into the designated area, then click Upload.
   Note: Only CSV format is supported. See below for file structure guidelines.

3. Map the agent attributes to the corresponding column headers in the CSV file.

4. Click Import to begin the import process.

After completion, you will receive an email summarizing the number of agents successfully imported and any errors encountered.

Note: All imported agents will be created under the MSP organization by default.

Structuring the CSV File

The file must be in CSV format. The first row should contain field names. For example, Full Name, Email.

For fields that support multiple values (e.g., Groups, Roles):

• Enter values separated by commas:
  Role 1, Role 2, Role 3

• Enter values separated by commas and enclose the string in double quotes:
  "Role 1, Role 2, Role 3"

Export agents

To export agents:

1. On the Agents page, click Export.

2. Select if you want to export Activated agents or All agents.

3. Select the fields that you need, and click Export.

A CSV file containing the fields that you selected for all agents in the system will be sent to your email.

Supported fields for import and export