There are eight pre-existing default roles which you cannot edit. Agents with default roles will be able to view all tickets.


The SD (Service Desk) Agent :

This is the basic role you can assign to your IT support agents. These agents can create, reply, update, delete and resolve Tickets. They can also create and edit Problems and Changes. On the CMDB/Asset Management module, SD Agents can create and edit CIs/assets. They can create and delete requestors, make new announcements and publish and delete solutions.

However SD agents cannot delete Changes, Problems or CIs/Assets. They also have no control over Releases.


The SD Supervisor

These agents can perform all agent related activities and access reports, but cannot access or change configurations in the Admin tab. These agents can create, reply, update, delete and resolve Tickets. They can also create and edit Problems and CIs/assets. These agents can view reports, have complete control over solutions and can create, edit and delete requestors.

However, SD Supervisors cannot delete Problems or CIs/assets and have no control over Changes, Releases and Announcements.


The Admin

These agents can configure all features through the Admin tab, but is restricted from viewing Account or Billing related information. The Admin also has complete control over tickets, problems, changes, releases, CIs/assets, solutions and reports.

However, the Admin does not have control over account management.


The Account Admin

The Account Admin has complete control over the help desk including access to Account or Billing related information, and receives Invoices. This agent also has also has complete control over tickets, problems, changes, releases, CIs/assets, solutions and reports.


The Problem Manager

This agent has full access to the problem module and can perform all agent related activities. Problem managers can create and edit changes. They can view requestors, solutions and reports. They can make and edit announcements and create and edit CIs/assets.

However, they have minimal control over Tickets and Solutions and have no control over Releases.


The Change Manager

This agent has full access to the change module and can perform all agent related activities. Change Managers can create and edit Problems, Releases and CIs/Assets. They can make and edit announcements and view solutions and reports.

However, change managers have very limited control over tickets.


The Release Manager

This agent has full access to the release module and can perform all agent related activities. Release managers can create and edit Changes and CIs/Assets. They can make and edit announcements and view solutions and reports.

However, Release Managers have limited control over tickets and no control over Problems.


The Configuration Manager

This agent has complete control over the CMDB/Asset Management module, including managing costs and configuration settings.

However, they have little to no control over tickets, problems, changes, releases and reports.


Role

Tickets

Problems

Changes

Releases

Assets

Announcements

Solutions

Reports

Admin

SD Agent

-Create-Reply

-Edit

-Delete

-Create

-Edit

-Create

-Edit

------

-Create

- Edit

-Make

-Edit

-Create

-Edit

-Delete

-------

-Create, edit, delete requesters

Operational Admin actions

SD Supervisor

-Create -Reply

-Edit

-Delete

-Create

-Edit

------

-------

-Create

- Edit

---------

-Create

-Edit

-Delete

- View

-Create, edit, delete requesters

Operational Admin actions

Admin

-Create -Reply

-Edit

-Delete

-Create

-Edit

-Delete

-Create

-Edit

-Delete

-Create

-Edit

-Delete

-Create

-Edit

-Delete

-Make

-Edit

- Delete

-Create

-Edit

-Delete

-View

-Can play God with Super Admin controls

Account Admin

-Create -Reply

-Edit

-Delete

-Create

-Edit

-Delete

-Create

-Edit

-Delete

-Create

-Edit

-Delete

-Create

-Edit

-Delete

-Make

-Edit

- Delete

-Create

-Edit

-Delete

-View

-Can play God with Super Admin controls

-Includes Account Management

Problem Manager

Can edit

-Notes

-Ticket properties

-Time entries

-Create

-Edit

-Delete

-Create

-Edit

-------

-Create

-Edit

-Make

-Edit

-View

-View

-Operational Admin actions

-Can view requestors


Change Manager

Can edit

-Notes

-Ticket properties

-Time entries

-Create

-Edit

-Create

-Edit

-Delete

-View

-Create

-Create

-Edit

-Make

-Edit

-View

-View

-Operational Admin actions

-Can view requestors


Release Manager

Can edit

-Notes

-Ticket properties

-Time entries


-Create

-Edit

-Create

-Edit

-Delete

-Create

-Edit

-Make

-Edit

-View

-View

-Operational Admin actions

-Can view requestors


Configuration Manager

Can edit

-Notes

-Ticket properties

-Time entries

-View

-View

-View

-Create

-Edit

-Delete

-Manage costs

-Make

-Edit

View

------

-Operational Admin actions

-Can view requestors

-Manage configuration settings




Freshservice also gives you the option to create Occasional agents apart from your full-time agents. These people could be employees from other departments in your business like sales and marketing, who might need to login and take care of specific issues and requests from time to time. You are allowed to create unlimited occasional agents and you also won’t be charged for these additional agents every month. Instead you can buy a bulk amount of ‘Day Passes’ from the Admin tab and issue one to your Occasional Agents every time they need to login to your support portal.


Aside from this, you can also create new roles, specify exactly what actions agents with these roles can perform within your service desk, and assign those roles to agents. Once you create and save a new Role, you will be able to assign it to newly created and pre-existing agents by clicking on the Agents icon under the admin tab and clicking on the edit button.

The Role an agent plays also dictates which other agents they can delete, impersonate and overrule.


Of course, in order to be able to delete or edit another agent's profile, an agent needs to have at least operational admin controls, with the ability to manage agents.


This is also the minimum requirement for an agent to be able to assume the identity of another agent. However, an admin can not assume the identity of another agent who also has admin controls.


And understandably, an Admin cannot edit the role of agents equal to, or higher up the admin access hierarchy than themselves. The exception to this, is if you have Account Admin controls. Account Admins can edit and delete any agent, including other Account Admins. However, all agents including Account Admins are not allowed to view or edit their own Roles.