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.


This feature allows you to grant temporary account access to Freshworks support by configuring the duration, specific roles, and workspace permissions, up to a maximum of 30 days.


TABLE OF CONTENTS

How to grant temporary access

Follow the steps below to allow a support agent temporary access to your account:

  1. Go to the Admin > Agents > Freshworks Support.

  2. Click Manage Access.

  3. In the Manage access for Freshworks window, enable the Provide access to Freshworks toggle.

  4. 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.

  5. 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.

  6. Select the relevant workspaces from the Which workspaces can Freshworks access? Drop-down.

  7. Select the relevant role from the Which workspace roles can Freshworks have? drop-down. For example: IT service, HR with Workspace admin role.

  8. 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:

  1. In the Manage access for Freshworks window, enable the Provide access to Freshworks toggle..

  2. Disable the Provide access to Freshworks toggle.

  3. Click Confirm.

Access will be terminated immediately and agents will lose login capability.

Limitations

To ensure the security and integrity of your data, the following limitations apply to Freshworks support agents when they access your account:

  • Agent Management Restrictions
  • Add and edit agents is disabled: Freshworks support agents cannot add new agents to your account or edit the profiles of existing agents.
  • User roles or permissions: Freshworks support agents do not have the ability to modify the roles or permission levels of any other user in your account.
  • Data Export Restrictions
    Export Disabled: Freshworks support agents are blocked from exporting account data. This restriction applies to:

  • Account Exports

  • Ticket Exports

  • Contact Exports

Note: Data exports initiated from Analytics reports will still be functional.

  • Support Mode Restrictions
  • Activate and Edit Support mode disabled: Freshworks support agents cannot enable or alter the support mode settings within your account.

Notes:

  • Agents who receive access through this mode are restricted from modifying other agent profiles, exporting data, or accessing any account-wide settings beyond their specifically assigned permissions. 

  • All actions performed by a support agent are tracked in the audit logs for complete transparency, including which user enabled the support access.