To change an agent's email address, please navigate to Admin -> General settings -> 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
- Please navigate to Profile settings by clicking on the profile picture, the one that appears in the top-right on your Freshdesk Agent Portal. The drop down menu that appears when you do so would have "Profile Settings" as an option.
- You would be able to edit the Signature field to add your signature.
- If you are looking to add a signature for another agent, please navigate to Admin-->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.
- You can use the usual formatting options like bold, underline, italics and text colours.
- 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.
- And voila! It's automatically added to all tickets the minute you hit Reply.
When you start off by adding agents to the portal, you would give them a basic role of an "agent" so that they could focus on the ticketing division of the portal. As they grow and prove their credibility, you would want to change the role by promoting them to an administrator or supervisor. In order to do this, please navigate to Admin -> Agents and edit the scope of the agent to give them all the rights you'd like them to have.
As an Admin, you will not be able to set the password for an agent but you can trigger a 'password reset' to allow the agent to set a password for oneself.
Please navigate to Admin > Agents > click on the agent's name to be taken to the profile. Use the 'Reset password' option (only verified agent) to send an email to that agent with a link to change the password.
Alternatively, you can use the 'Forgot password?' option on the login page of your support portal which would also send the same email.
If your account has FreshID enabled, Admins/Account Admins cannot trigger password reset email for other agents from inside Freshdesk. However, this would be possible from the FreshID page upon choosing Agent Login > Forgot Password.
Please navigate to Admin --> 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. Furthermore, for resolving a ticket, they could use Email Commands.
You could use the Occasional Agent's API key or credentials for authentication, while using API. However, when the API is run, it would consume a day pass for every 24 hours. This day pass which was consumed would be associated with that Occasional Agent's profile.
Please navigate to Admin -> Day pass 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 Settings."
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 --> General settings --> 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 an agent is deleted, it is not completely removed from the system as there is a lot of data associated with this concerned agent. This agent would be available as a contact in the customers' tab.
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 -> ticket field and click on status to add the options to the dropdown list.
Once this is done, please navigate to Admin -> Helpdesk productivity -> Dispatchr rule -> 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."
As you grow and accustom yourself to using our product for your portal, there would be some changes made at your end to alter group composition and move agents according to their field of expertise. When you are looking at combining groups, what I could suggest is have one parent group called "Support" or "primary service" with all the agents in the smaller groups that you want to merge together. This is because even though you cannot merge groups, you have the functionality to associate the agents to multiple groups.
In order to add a new group, please navigate to Admin -> Groups -> kindly click on "new group" to facilitate this.
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 -> 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 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 General Settings, 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 settings 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 contact with you to sort it out.