Every agent in your service desk can configure their own signature under the profile settings page. 

Alternatively, we would also be able to set up a common signature for all the agents which appear when they reply to the ticket by navigating to Admin-->Email Notifications-->Agent Reply Template. 

The common signature would be placed on top of the individual signature.

If you navigate to Admin-->Support Channels-->Email, you would see the option to toggle on the option of “Use Agent Names for Personalised Email replies”. Toggle this On if you need the replies to be triggered with Agent name rather than the Service Desk name.

The error message occurs when the email address has already been associated with another user who can either be an agent/requester. In order to proceed further on this, please ensure the following checks are done:

• Try searching the email address on the global search bar.

• If the search does not yield results, the email address is probably associated with a deleted requester. To find this, please navigate to Admin-->Requesters-->Deleted and check if the email address has been associated as a primary or secondary email to the requester profile.

• If it exists, please restore the user and convert the requester to an agent.

Privileges to an agent account is provided based on the role that has been assigned to the agent profile. To change the privilege an agent has, please try editing the agent and provide a role that is needed.

When a new agent profile is created, an activation email would be sent to the agent email address which can be used to set up a password. Should the agent wish to reset the password anytime in the future, the ‘Forgot my password’ button on the login page can be used to trigger a password reset email.

Please check to see if the password reset email is in the spam/trash folder of your mailbox. If the email is still not available in the spam/trash folder, try to clear cookies and cache and trigger a ''Reset your password'' email once again. For doing this, open your Freshservice portal login page and click on ''Reset your password'' button after entering the Email id and check your inbox now. If the email is still not present in your mail inbox, you can reach out to us at [email protected] for further assistance.

The activation email can’t be turned off and we would advise agents to set a password for their accounts individually.

Freshservice has agent email notifications that can be used to notify the agent. To notify the agent regarding new ticket assignments and ticket updates, you can enable the ‘Ticket assigned to agent’ and ‘Requester replies to ticket’ notification which can be found under Admin-->Email Notifications

Since you are an Occasional agent, your account would use day passes to login to the system, you would not be able to login if there are no day passes left. You can reach out to our support team at [email protected] for purchasing additional day passes.

Occasional agents would have to login to the instance before accessing the API. If the user tries to access the system without logging in it would throw a message asking them to login to the system.

You can check the day passes consumed by an Occasional agent by navigating to Admin-->Agents-->Occasional Agents. Here you would be able to see the number of day passes consumed by each agent next to their profile.

This article outlines how to manage agent accounts, including steps to deactivate or permanently remove agents, along with the impact of each action.

You can remove an occasional or full-time agent from your account. The following options are available on the application:

• Deactivate - Allows you to temporarily disable an agent's access and remove their assignments without deleting their account.
• Forget User - Permanently remove an agent and erase all their associated data from the account.
  
  

Deactivate an agent

Follow these steps to deactivate an agent from your account.

•  Go to Admin. The Global settings page appears.

• If your account has multiple workspaces, do one of the following:

• For Global workspace: Go to Global Settings > User Management > Agents.

• For specific workspace: Click > select the workspace > User Management > Agents.

3. Select the agent that you want to deactivate. The Agent details page appears.

4. Click the more options at the top right corner and click Deactivate. A confirmation message appears.

5. Click Yes, deactivate.

Impacted areas after deactivating an agent

The following table describes the impacted areas after the agent deactivation.

Forget User

When you use the Forget User option, the agent is removed from the account.

Impacted areas after using the Forget User option

The following table describes the impacted areas after the agent is removed.

Data cleanup after deactivation

Once an agent is deactivated, a background process is triggered to ensure the agent is removed from all relevant areas. Below is a breakdown of the data cleanup process:

When we delete an agent from the system they would be converted to a requester and all the tickets that were assigned to the particular agent would go unassigned.

If you delete an agent account, all the tickets assigned to the agent will be moved to "unassigned." To avoid this, edit the agent account and provide a dummy email address to the profile and save the profile. Now, convert the agent from Full Time to Occasional agent. By doing this, you won't be charged for that account, the agent won't be able to login to your system and you'll also continue to have all the data relevant to that agent.

This happens when the agent whom you are trying to assign the ticket is not part of the group in which the ticket is assigned to. Try changing the group for the ticket and you should be able to find the agent under the right group.

You would be able to associate one of your service desk support emails to an agent group. To do so, navigate to admin -> support channels -> email, click on the edit icon next to the service desk email and here you would be able to choose the group association for the email address.

When we delete an agent group from the system, any tickets that were assigned to the group would be having the group field as unassigned. 

It is not possible to display certain fields based on the group in which the ticket is assigned to. However, please reach out to our support team at [email protected] if you need further information regarding portal customization for the same.

Yes, you would be able to configure agents in multiple groups.

The agents would have access to tickets assigned to all the groups that they are a member of.

The status is not default across all tickets in your service desk and we can add custom status and make it visible for agents/requesters as shown in the below image :


But, we will not be able to setup statuses based on specific groups.

Agent groups can’t be merged into a single group, it would be added as a single group in the system. We don’t have the option of creating Sub Groups etc in the system.

If the assigned agent’s role provides the user the privilege to edit ticket properties, then the agent would be able to reassign the ticket to another agent. We would be able to provide an agent restricted roles for editing ticket properties which would make sure that they’re not able to edit any ticket property.

Also, we can set up workflow automation within Freshservice to send emails to Supervisors when an agent reassigns the ticket. Please reach out to [email protected] for further information on this.

You can enable/disable email notifications from Admin --> Account Settings --> Email Notifications. Requester, Agent and CC notifications can be enabled/disabled from there. However the notifications that are sent from the backend, like the User invitation email ( system notification ) cannot be disabled from within the portal. Please take a look at the below screenshot to know where the User invitation email is present.

Please navigate to Admin-->Email Notifications and enable the “New Ticket Created” notification for Agents. Once you enable the notification, please add the agents who have to receive notifications into the “Notify Agents” list.

Please add the Agents to the “Notify Agents” list in Admin-->Account Settings-->Email notification-->New Ticket created notification for Agents. Once we add the agent to the list, we would be able to trigger notification for the agent once the ticket is created.

Under Admin-->Email Notifications we have a User Activation email available for requesters which would be triggered to the requester when they sign up for an account from the portal. You can disable this if you don’t want this to be triggered when they sign up for an account.

Automated emails that are sent from Freshservice can be edited from Admin-->Email Notifications.

We have two notifications available under Email notifications in Admin and you can enable them as per your requirement.

For ticket Resolution - ‘Agent Solves the ticket’

For ticket Closure - ‘Agent Closes the ticket’

Navigation path : Admin -> Account Settings - Email Notifications -> Requester notifications

When we close a ticket, if you try closing the ticket by using the Keyboard shortcut (Alt+~) or you can press Shift and click on the close button on the ticket to skip Closure email notifications.

You can set up the notification for first response and resolution SLAs under Admin-->Email Notifications. The notifications that you have to edit are “First Response SLA Notification” and “Resolution time SLA Notification”. However, these notifications would be triggered only if the SLA policies have been configured, you can check this from Admin-->SLA Policies.

We have an email notification available under Admin-->Email notifications called ‘Agent adds comment to Ticket’, please enable the same for notifying the requester when there is a public note added by the agent to the ticket.