Agents and Agent Groups

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 t...

The agent details include information about the agent’s profile, assigned permission and tickets requested by the agent. You can perform the following acti...

This article outlines how to manage agent accounts, including steps to deactivate or permanently remove agents, along with the impact of each action. You c...

Freshservice allows administrators to control agent access and privileges using roles. These roles define what agents can see and do within the service desk...

This article describes how to use Agent Groups to organize agents and streamline collaboration across departments such as Application Support Team, Helpdes...

To enable automatic ticket assignment for a new agent group:  Go to Admin > Global settings > User Management > Agent Groups. The default agent ...

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 req...