When you add a new agent to your Freshdesk Account, they will receive an activation email with a verification link. The agent can then click the link to verify their account and log in for the first time.
If the agent has trouble receiving that email or following the activation link, follow these steps to troubleshoot the issue.
Delay in email delivery
Sometimes, there may be a delay in the delivery of verification emails. So, please wait for some time before you try again.
Email in SPAM folder
Check if the verification email is in the SPAM folder in your mailbox.
Reset the password
Navigate to the Login page of your Freshdesk Account.
Click on Are you an agent? Login here link.
Click on the Forgot Password? Link.
Enter the email address you'd like your password reset information sent.
Click on the Request reset link button.
You can then reset your password by clicking on the email link and logging in to your Freshdesk account.
If the issue persists, please drop an email to support@freshdesk.com with the information such as Agent's email address and the approximate date and time the agent added to your helpdesk/triggered a password reset link to troubleshoot further.
