As an Administrator, you can change other agents’ email address by following the steps below,
Navigate to Admin from the menu. Under Team, click on Agents.
Click on Pencil Icon next to the agent’s name. Alternatively, you can click on the agent’s name and click on the “Edit Agent” button on the top bar.
Under the Edit Agent page, you can change or update the email address.
If the email address is already associated with a contact,
Freshdesk displays a banner "Email has already been taken."
Click on View User in the banner to go to the Contact Profile page.
Click on the "Convert to agent" option.
Choose whether the agent should be full-time or occasional, and click on Convert to create an agent from the contact profile.
Click on Update agent to save the changes.
As an Agent, you will be able to change your personal information. Only an admin can update your email address.
Please have a look at our video on how to update an agent’s profile in Freshdesk to learn more about changing agent information.
If you have any further questions or clarifications, please drop an email to firstname.lastname@example.org and our Product Specialist will be happy to assist you.
Agents can attach signatures to tickets. These are automatically appended to any ticket reply that the agent sends out. You can add pictures, insert links and use simple formatting techniques to make your content stand out (like bold, italics, etc). You would not be able to add HTML content to your signature.
Quick procedure to add a signature in Freshdesk
- Please navigate to Profile settings by clicking on the profile picture on the top-right corner inside Freshdesk
- You can set up your signature in the 'Signature' field:
- If you are looking to add a signature for another agent, please navigate to Admin > Team > Agents- > Click on Edit.
- If you scroll down the form, at the end of Agent Details section, you'll find the text box and controls for Signature
- Please note that if you want to use images in your signature, it has to be hosted publicly. And to add it in the signature, you will have to provide the URL.
- Don't forget to Save the changes once you're done
The configured signature is automatically added to all tickets the minute you hit Reply.
Navigate to Admin -> Team -> Agents and edit the scope or the role of the agent to give the permissions as per requirement.
Admins will not be able to set a password for an agent. However, agents can use the 'Forgot password?' option on the login page of the support portal. A password reset link will be sent to the corresponding agent's registered email address.
Please check the Spam folder in your mailbox if you cannot find it in your inbox. Alternatively, you can write to email@example.com for further assistance.
Please navigate to Admin --> Workflows --> Email notification --> Agent Notification --> and turn on the notification for "New Ticket Created". Once this is done, please click on "Edit" corresponding to this email notification, and under the "Notify Agents" section you could have to add the occasional agent. The occasional agents can send replies from their mailbox.
Please navigate to Admin > Account > Day passes in order to understand how many day passes have been consumed by the occasional agents on the portal. This could be checked by an account administrator who has access to the "Account "
This section displays the complete day pass usage history, and you can filter this by date range as well.
Sometimes, agents in your organization may leave or move to a different department. In such cases, you can delete those agents after transferring ownership of their tickets to other agents. When you delete an agent from Freshdesk, all tickets assigned to that agent are automatically unassigned, and the agent will be available as a contact in your Freshdesk Account.
As an administrator of your Freshdesk account, you can remove or delete a Freshdesk (full-time or occasional)agent by following the steps below.
Navigate to Admin from the menu. Under Team, click on Agents.
Hover your mouse pointer and click the Delete icon next to the corresponding agent's profile that you wish to delete.
Click on Confirm in the banner displayed to confirm the deletion.
The agent will now appear as a contact in your Freshdesk account. If you wish to delete an agent permanently, follow the same steps to delete a contact in Freshdesk.
For a detailed demonstration, please watch the video on Youtube on how to delete agents in Freshdesk.
Once you delete a group from Freshdesk, the group field of the respective tickets would go unassigned which means inside the ticket the group option would be blank. A recommendation would be to move the tickets to another group before deleting so that the workflow is not affected.
No, the status field is global across all products and you will not be able to generally configure different sets of statuses for different groups.
A suggestion would be to add different custom statuses in Admin -> Workflows -> Ticket Fields and click on status to add the options to the dropdown list.
Once this is done, please navigate to Admin -> Workflows -> Automations -> Ticket Creation -> Add new rule. Once there, please add a condition that says when the ticket is assigned to a particular group - then the action would be to set status as this "custom option."
You have a well-maintained workflow where the agents need to work on the tickets that are assigned to them. This is why you would like to prevent the reassignment of tickets. This generally cannot be prevented with the roles and permissions given to an agent, however with the aid of a feature called "Roles" which is available from the Estate Plan onwards.
Please navigate to Admin -> Team -> Roles and choose the appropriate actions for an agent role - while checking the boxes - please leave out the box that says, "Edit ticket properties." This would disable the agent from changing any of the ticket properties which includes the agent as well.
In Freshdesk, you can control both aspects of an agent's activities - what they can see, and what they can do. You can create special privileges and profiles for agents to control what they do with Agent Roles (you can even create custom roles, if you're on the Estate/Forest plan) and you can control what agents can see with Ticket Scope.
You can choose between three different levels of Scope:
- Global - can view tickets all across the helpdesk
- Groups - can view tickets assigned to their group and tickets assigned to them
- Restricted - can only view tickets assigned to them
Quick guide to changing an agent's ticket scope
- Log into your helpdesk as an Admin.
- Under Team, click on the Agents icon.
- Click the Edit button next to the Agent whose privileges you want to modify.
- Choose what level of access you want to provide - global, groups or restricted.
- Don't forget to Save your changes!
You could navigate to Account Settings under Admin-->Account. There, you would be able to view the account details from where you could also modify the account information.
This setting would only be visible to the Account Administrator of the account.
When you add a new agent to your Freshdesk Account, they will receive an activation email to the email address provided in their profile.
If the agent has not received the activation email in their mailbox, you can try resetting the password, which will trigger a password reset link. The agent can then access the link to log in to their Freshdesk instance.
Please follow the below steps to request a password reset link.
Provide your account URL in your browser's address bar and hit enter.
Select Login. Then choose the option “Are you an Agent?”.
Select the” Forgot Password?” option on the Sign-in page.
Provide the agent’s email address and click the Request reset link. A password reset link will be sent to the email.
If the issue persists, please get in touch with firstname.lastname@example.org, and one of our agents will assist you further.
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.
Resend verification email
You can resend the verification email by following the below steps.
Navigate to Admin. Click on Channels and then select Email.
Click on the 'Verify' button next to the email address to resend the verification email.
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 still persists, please drop an email to email@example.com and our Product Specialists will be happy to assist you.