To change an agent's email address, please navigate to Admin -> Team -> Agents ->click on Edit (next to the agent's name) and edit the email address.
When a contact mapped to the address already, you would get a dialog inside the page saying "Email is already taken" - in this case, kindly click on 'view user' to be taken to the contact profile where you could convert this contact into an agent.
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
The configured signature is automatically added to all tickets the minute you hit Reply.
When you're in the business of providing exceptional customer service, you want to make sure that your user experience is as personal as it can get. So, you're revamping your portal so that it looks like your website, getting a Vanity URL, removing your ticket ID from your subject line along with personalizing your ticket replies by making the agents' names available in the "From" field.
Quick guide to setting up personalized email replies
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're unable to find it. Alternatively, you can write to firstname.lastname@example.org for further assistance.
Here’s a video on how you can set it up:
You can send us an e-mail at email@example.com with the Freshdesk account URL and the email address for which you are trying to reset the password and we'll help you in changing the password.
Currently, it is not possible to turn off the activation email for agents. You'll need to send the email to the agent so that they can set a password for their account.
Please explore the Single sign-on option by clicking on the Freshworks Switcher icon on the bottom left corner and you will be able to see 'Security' under your Org URL to control over login details.
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 send a mail to firstname.lastname@example.org and we'll add a complimentary day pass to your account.
Kindly note that we do not recommend configuring your account admin access on the portal as an "occasional agent."
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.
You could delete both Full-Time and Occasional Agents from your Freshdesk Account. To delete an agent, please navigate to Admin --> Team --> Agents. You would view the list of agents on your Account and the delete option corresponding to the Agents' name. You could click on the delete button, which would remove the contact from the Agents list.
When an agent is deleted, they would be converted to a Customer on your account. Their profile could be found under the Customers tab on your Freshdesk.
When you delete an agent from Freshdesk, all tickets assigned to that agent will automatically become unassigned and the agent would be converted into a customer in your Freshdesk Account.
A deleted agent is not permanently removed from your Freshdesk account. This is because all data in Freshdesk, including tags, tickets, and activities are associated with the agents in Freshdesk. The agent would be available as a contact in the customers' tab of the portal.
Pro Tip - Before deleting the agent - assume their identity. Please navigate to the Tickets page and filter all tickets (open, closed, pending, resolved, etc) that are assigned to that agent and do a Bulk Action to re-assign them to another agent. Then, you could delete the agent without having to worry about which unassigned tickets were originally assigned to them.
Alternatively, you could also change the agent's type to the occasional agent by going to Admin > Team > Agents > Edit agent by selecting the particular agent. This way, you will free up an agent seat and you can retain the record of tickets assigned to the agent. If you also want to make sure that the agent won't be able to log in again, you can change the email address of the agent.
If you delete an agent account, all the tickets associated with that agent will be moved to "unassigned." To avoid this, kindly give that agent account a dummy email address inside the agent's profile by clicking on edit next to the name and entering this in the email tab. Once this is done, please make this an "occasional agent" account.
This way, you won't be charged for that account, the outgoing agent won't be able to login to your system and you'll also continue to have all the data relevant to that agent.
Please check the group with which the ticket is associated, and make sure the agent is part of that group. If the agent isn't part of the group, their name won't be listed under the ticket properties.
Kindly navigate to Admin -> Team -> Agents and click on edit next to the concerned agent's name and associate this group as well with the agent. If the agent needs to see all the tickets irrespective of the group associated with them, please grant global access to that agent so that one could see all the new tickets coming into the system.
You can configure a support email address under Admin > Channels > Email and this could be specifically associated with a group.
If the email address is already added, click on edit next to it and add a group to the 'Assign to Group' field.
The group assignment would only work if the newly added/existing email address is verified and the right forwarding email address is used in the corresponding support mailbox.
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.
For customers, we can show specific fields using Portal Customization. This can be done on the Estate & Forest plans. Please write to email@example.com with your requirements and we'll help you with this.
Another alternative is to have a dynamic form setup where you could add a section to the group's dropdown. Please follow this article to have this done at your end. Kindly note that this can be configured for any two custom dropdowns apart from the "Type" field.
When you have agents with multiple fields of expertise, it is natural to expect a functionality where you could add them to different groups. Please navigate to Admin -> Team -> Groups -> click on edit so that you would take to the page with the configuration options where the agents could be added.
Another alternative would be to go to the agents' profile by navigating to Admin -> Team -> Agents -> click on edit next to their name and add the ones the agent should be part of under "Groups."
The agent would be able to view tickets from all the groups that have been associated with them. This could see in the tickets tab next to the dashboard on the global header.
Please navigate to the tickets list view to see the tickets in the groups that you are part of which can be individually filtered out by selecting the group in the ticket filters.
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:
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 would receive an Activation Email to their Email Address. However, if they have not received the Activation Email, they could navigate to the Login page of your Freshdesk Account and use the Forgot Password option to reset the password and login.
If the issue persists, please contact firstname.lastname@example.org with the email address of the agent and one of our Product Specialists would get in touch with you to sort it out.
Start your 21-day free trial. No credit card required. No strings attached.Start Free Trial