Roles in Freshservice are a great way to create Agent Profiles defining what level of access each of your agents should have within your support. 

For example, you might have a bunch of people whose job is just to respond to support tickets. It doesn't make a lot of sense then to distract them with problem details and assignments. Or, let's say you have a bunch of junior support representatives who just joined in, you want them to have an eye on what's happening in your help desk, but not shoot out replies to customers just yet.

Custom Roles in Freshservice let you create profiles for agents, and dictate exactly what you want each agent to see, do, and act on in your service desk. You can define the level of access that agents will have on each role with respect to:

  • Tickets: Can the agent view, forward, reply to a ticket?
  • Problems: Can the agent view or make changes to problems?
  • Changes: Can the agent view or edit the properties of changes?
  • Releases: Can the agent view or edit releases?
  • Assets: Can the agent add or edit assets and contracts?
  • Announcements: Can the agent create an announcement?
  • Solution: Can the agent create a category or publish a solution?
  • Reports: Can the agent generate reports?
  • Admin: What level of admin access will this agent have?

Note that all agents can still view tickets (of course, you can control the scope of what tickets they can view), add notes, and create solutions as drafts (though only agents with Publish permission get to publish them).

Roles allow you to specify three levels of Admin controls where you can,  

  • Create users with no access to admin controls at all. 
  • Create an Operational Admin, and allow them to manage agents and/ or setup automations, but not modify configurations. 
  • Nominate agents as Super Admins, who get complete configuration access in your Admin tab.

You can specify whether a Super Admin may or may not access Account and Billing information.

Creating a Custom Role:

To create a custom role, 

  • Head to  Admin > Roles and click on New Role. 
  • Enter a name and description for the role.
  • Select the appropriate privileges under Tickets, Problems, Changes, Releases, Assets, Announcements, Solutions, Reports and Administration.
  • Specify the scope* under each section to define the actions that an agent can perform when assigned the role. 
  • Once you're done, click Save. 

You can now select and apply this Role to an agent when you edit or create the agent's profile (learn how)