Managing agents and agent access across workspaces: 


Note: Applicable only for accounts in which workspaces have been enabled. 


You can add your team members and managers as agents to your service desk. 


When you add a new agent, their role will determine the kind of access they'll have in the service desk. If multiple roles are set for an agent, the higher level of access will apply. At the maximum restriction, you can choose to only allow agents to view tickets that have been assigned to them in a workspace, or at the minimum, give them complete access to your service desk, including all data and global/workspace-specific admin configurations. 


TABLE OF CONTENTS

Creating new agents

Note: Only account-wide admins can add new agents

  • Navigate to Admin > Global Settings > User management > Agents 

  • Click on ‘New agent’ 



  • Type in basic information about the agent, including name and email address. Click here to understand agent and license types. 


  • Click ‘Create’, and the agent will show in the agents' list. 


Agent added will now receive an activation email in their mailbox, which will help set up a password and activate their account in your service desk.


Managing agents

The agent profile will contain details about the agent, such as their email addresses, workspaces they belong to, assigned roles, groups they’re a part of, etc. You can also view the tickets requested by them and the assets and software that have been assigned to them. 


Profile attributes like Title, email, phone, Time zone, language, etc., can also be captured in the agents’ profile. 


Click here to understand agent and license types. 


If your account has only one workspace or if you’re using the Managed Services mode, follow these steps to manage an agent’s profile: 


  • Navigate to Admin> User management> Agents

  • Click the agent name from the list of agents 

  • Click on Permissions to add agents to groups and assign roles

  • Click on ‘Edit’ and add the agent to the groups you’d want them to be a part of as a Member or Observer.


  • Click on +Add Role to designate the role and select the access level they need for a particular role and click on Save.



Click here to understand how to: 

  1. Create agent groups
  2. Create roles
  3. Scope/Access levels for accounts with only one workspace 


If your account has more than one workspace, follow these steps to manage an agent’s profile: 


  • Navigate to Admin -> Global Settings -> Agents

    • To grant permissions to a new agent, create a new agent and follow the below steps.

    • To grant permissions to an existing agent, click on the agent's name to enter their profile.

  • Navigate to the “Permissions” tab.



  • There are two types of permissions an agent can have:  

  1. Workspace permissions - This shows a list of all the workspaces, groups the agent is a part of (member/observer) and the respective agent and admin roles/permissions within that workspace 

  2. Account-wide permissions - This shows a list of all the admin permissions that the agent has access to. Only admin roles can be given account-wide permissions.  


  • Click on ‘Add to workspaces’ under Workspace permissions. 

    • In the right pane, choose the workspace. If you haven’t already created a workspace, click here for the steps to create a new workspace. 

    • Add the agent to the groups you’d want them to be a part of as a Member or Observer.

    • Click on +Add Role to designate the role and select the access level they need for a particular role and click on Save.




  • If the agent is already a part of the required workspaces, click on the edit button next to the workspace name. 

    • In the right pane, Add the agent to the groups you’d want them to be a part of as a Member or Observer. 

    • Click on +Add Role to designate the role and select the access level they need for a particular role and click on Save.

  • If you want to grant account-wide permissions to the agent: 

    • Click on +Add admin role under account-wide permissions. 

    • In the right pane, click +Add roles and choose an admin role from the dropdown. Click ‘Save’. 



Click here to understand how to: 

  1. Create agent groups
  2. Create roles
  3. Scope/Access levels for accounts with multiple workspaces 

 

Removing agents from workspaces 


  • Navigate to Admin > Global settings > User management> Agents 

  • You’ll find the list of agents; click on the agent's name  

  • Under the permission tab, click on the Delete icon next to the workspace name to remove the agent from the workspace and click ‘Proceed’. 



What happens when you remove an agent from a workspace? 


  1. All Open, In Progress, or Pending entities in the workspace assigned to the agent will become unassigned.

  2. All Resolved and Closed entities in the workspace will remain assigned to the agent until they are reopened.


Deactivating agents 

Note: Only admins with account-wide permissions can deactivate agents. 


In order to deactivate an agent, you can navigate to Admin -> Global settings -> User management > Agents > Click on the agent name > Deactivate agent 



What happens when you deactivate an agent: 


  • The agent cannot log in to Freshservice.

  • Entities (tickets, problems, changes, releases, tasks, assets, and projects) cannot be assigned to this agent going forward.

  • All Open, In Progress, or Pending entities assigned to the agent will become unassigned.

  • All Resolved and Closed entities will remain assigned to the agent until they are reopened.

  • The agent will be removed from all account configurations except Workflow Automators. You'll have to manually remove the agent from Workflow Automators.

  • If this agent is a part of the on-call schedule, the agent will be removed, and the schedule will be recalculated automatically.

  • All private reports and schedules created by the agent in Analytics and Reports will be deleted.



Faq:


1. How to edit the email address of the agent/requester or organization admin?


Kindly note you would require admin permission to perform this action. Navigate to Admin > Global Settings > User management > Agent/Requester > Select the respective agent/requester, under additional settings click on the edit icon to have the changes done.