Manage Agent Roles

Freshservice allows administrators to control agent access and privileges using roles. These roles define what agents can see and do within the service desk, ensuring they have access to only the necessary data and configurations.

TABLE OF CONTENTS

• Types of Roles
  • Built-in Roles
  • Agent Roles
  • Custom Roles
  • To create a custom role:
• Assign roles to agents

Types of Roles

Freshservice for MSPs support two types of roles:

• Admin Roles – Provide access to configure and manage the Admin section.

• Agent Roles – Provide permissions to perform daily service desk tasks like managing tickets, reports and more.

Built-in Roles

Freshservice for MSPs offers a set of predefined roles that save time and reduce configuration errors.

Agent Roles

The following agent roles are available. 

Custom Roles

Custom roles can be created for the following modules: If you need to restrict an agent's actions, you can create a custom role and assign only the required permissions in each module. Admins can define custom roles with granular permissions tailored to their business needs.

To create a custom role:

1. Go to Admin > Global Settings > Roles.

2. Click New Role  > select Admin role or Agent role.

3. Enter a name and description for the role.
   
   

4. Select the appropriate privileges under Tickets, Announcements, Solutions, and Reports for the agent role or under Administration for the Admin role. 

5. Click Save.
   

Assign roles to agents

To assign or modify agent roles:

1. Navigate to Admin > Global Settings > User Management > Agents.

2. Locate an existing agent and click Permissions, or click New Agent to add a new one.

3. Under Permissions, select one or more roles to assign.

4. Click Save to apply the changes.