Collaborators get a default scope to view the ticket even if they do not have access to the group they are tagged in. Collaborators can add/edit private notes to tickets within their scope, update the status of the ticket using the 'Send and set as' option while adding a Private Note, modify their time entry, view customer information related to the ticket (including all contacts and companies).
Collaborators can create tickets from the customer portal similar to how customers can create tickets.
Creating tickets from inside Freshdesk is the role of an agent and not of a collaborator. Hence, we have given them permission similar to a Contact or customer.
No, automations do not work on actions taken by a collaborator. However, you can add collaborators as secondary owners using Shared Ownership or add them as a watcher to a ticket via automation rules.
Collaborators can be colleagues from other teams or third-party contacts who are not a part of Freshdesk. They can be any stakeholder who can assist full-time agents with ticket-related information, updates, opinions, or approvals to resolve a customer issue.
With Freshdesk’s Collaborator feature, admins can invite Collaborators from outside the team to your Freshdesk account to collaborate on tickets or give your agents the privilege to do so.
Collaborators will then receive an email with an invite to log into your Freshdesk account. They can then view the ticket, and customer details, and collaborate by responding to the private note and help full-time agents resolve faster.
Occasional agents can perform any action just like a full-time agent does and the validity of the license is for a day. However, Collaborators can only access the tickets they are tagged on or tickets that are assigned to them. They are permitted to do limited actions on the ticket they get access to, like adding/responding to private notes and change ticket status (provided they have the scope to do so).