Agents and Agent Groups

Note: You are viewing Freshservice for MSPs documentation. For Freshservice, visit the Freshservice Support Portal. An agent is a support staff member w...

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

Note: You're viewing Freshservice for MSPs documentation. For Freshservice, visit the Freshservice Support Portal. This article outlines how to mana...

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...