Freshworks enables you to grant temporary, secure, and auditable access to Freshworks support agents for efficient issue resolution.
The Manage Access feature offers the flexibility to:
Faster issue resolution: Support agents can access required configurations directly.
Customer control: Access is time-bound and can be revoked anytime.
Security & transparency: Roles are permission-limited based on your requirement.
TABLE OF CONTENTS
Before you begin
The admin needs the following permissions to provide temporary access:
How to grant temporary access
Follow the steps below to allow a support agent temporary access to your account:
Go to the Admin > Agents > Freshworks Support.
Click Manage Access.
In the Manage access for Freshworks window, enable the Provide access to Freshworks toggle.
Enter date and time to define when the access should automatically expire.
Note: The default time is one week and the maximum time is one month.Select one or more roles from the Which account-wide roles can Freshworks have? Dropdown. For example: Administrator
Note: Agents can’t modify other agents or export data regardless of role.Select the relevant workspaces from the Which workspaces can Freshworks access? Drop-down.
Select the relevant role from the Which workspace roles can Freshworks have? drop-down. For example: IT service, HR with Workspace admin role.
Click Save.
The Freshworks support agent will receive an email notification once the access is provided.
View agent access
To view which agents have access to the your account:
Click See who has access under the Freshworks Support section. The access log displays:
Agent Name
Email Address
Last active
Revoke agent access
To revoke agent access:
In the Manage access for Freshworks window, enable the Provide access to Freshworks toggle..
Disable the Provide access to Freshworks toggle.
Click Confirm.
Access will be terminated immediately and agents will lose login capability.
