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    User Management

    Understanding Full-time vs. Occasional agents
    There are two types of agents access in Freshservice- “Full-Time” or “Occasional” Let’s find out more about them. Full-time Agents: Full-time a...
    Thu, 10 Oct, 2024 at 10:59 PM
    Setting up a Password Policy in Freshservice
    You can set up different levels of password security using Freshservice for your agents and requesters. By default, any password must contain a minimum of ...
    Tue, 3 Oct, 2023 at 3:12 PM
    Adding Custom Fields for Users (Requesters & Agents) in Freshservice
    The default user fields that we ship with Freshservice can store a lot of information about your agents and requesters. However, you might also need store a...
    Wed, 8 May, 2024 at 4:28 PM
    Managing requesters in Freshservice
    Over a period of time, you will have a lot of employees and requesters interacting with your service desk as they report issues and submit service requests....
    Fri, 5 Apr, 2024 at 4:23 PM
    How to import requesters from a CSV file?
    Import requesters to Freshservice in bulk using CSV files. Before importing, here are a few points to remember: Only CSV files are supported. Other forma...
    Thu, 17 Apr, 2025 at 4:15 PM
    Guidelines to importing requesters from CSV files
    General Guidelines The first row of the CSV must have requester field names (Name, Email, etc.) For requesters whose email address exists in the servi...
    Thu, 19 Apr, 2018 at 3:41 AM
    Create & Manage Requester Groups
    With requester groups in Freshservice, you can handpick the set of requesters, and provide selective privileges within the portal such as restricted access ...
    Fri, 9 Aug, 2024 at 3:05 PM
    Changing Requester Password in Freshservice
    Whenever a non-agent raises a ticket in your helpdesk, they get added as a requester. If you have the user activation email for requesters enabled, th...
    Tue, 29 Aug, 2023 at 12:55 PM
    Adding custom fields for requester departments
    Different organizations have their own unique structure for their departments and related functions. Since each department is usually structured differently...
    Wed, 3 Apr, 2024 at 4:01 PM
    Setting agent roles and permissions
    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 c...
    Fri, 5 Apr, 2024 at 3:46 PM
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