Note: If you have signed up on or after 12th December 2022, please refer to this section for managing agents in Freshservice. 

Agent Roles allow you to create special privileges allowing you to specify what an agent can see and do within your Freshservice support portal. 

By default, Freshservice lets you choose between several roles:

Account Admins: Have complete access over everything, including billing and account management.

Admins: Can access everything and edit configurations under the Admin tab, but cannot view or modify billing information.

Supervisors: Can view and respond to tickets and generate reports, but not view Admin options.

Agents: Can view and respond to tickets, assign them, modify ticket properties.

Problem Manager: Can view and respond to tickets and problems and modify their properties.
Change Manager: Can view and respond to tickets and changes and modify their properties.
Release Manager: Can view and respond to tickets and releases and modify their properties.
CMDB Admin: Can access the CMDB to manage configuration items, and manage tickets, problems, changes and releases.

If you are on Estate or Forest plan, you can also create your own custom roles in Freshservice.

Associating a Role to an agent:

To associate a role to an agent, 

  • Login to your Freshservice portal as an administrator. 

  • Open up the Admin tab and click on Agents

  • Locate the agent you want to change and click on Edit, or click on New Agent if you're adding a new agent. 

  • Scroll down to agent role and click on +Add Roles.

  • Check all Roles that must apply to this agent. You will also get to see the scope set for tickets, problems, changes, etc. 

  • Click Save to save the Agent’s roles.

If you associate multiple roles to an agent, the highest scope set against each individual sections (tickets, problems, changes, etc.) will be applied across roles.

Let's take an example where you associate two roles: Role 1 and Role 2 to the agent Dave. The scope set for Role 1 and Role 2 are as follows: 

Role 1

  • Tickets: Global Access
  • Problems: Group Access
  • Changes: Group Access

Role 2

  • Tickets: Global Access
  • Problems: Restricted Access
  • Changes: Restricted Access

Now, the agent will have Global Access for tickets and Group Access for Problems and Changes as the highest scope set for both the modules (while comparing the roles) is Group Access.