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 to 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, and 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.

Associating a Role to an Agent:

To associate a role with an agent, 

  • Login to your Freshservice portal as an administrator. 

  • Open up the Admin tab and click on Agents. If you have more than one workspace navigate to Admin > Global Settings > Agents.

  • Locate the agent you want to change and click on Permissions, or click on New Agent if you're adding a new agent. Under permissions, you will be able to assign roles to agents.

  • If you have more than one workspace, click on the Add to Workspace option and you will be abe to assign roles on the workspace level.

  • Click Save to save the Agent’s roles.