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Roles allow you to create special privileges and profiles that specify what an agent can see and do within your Freshdesk support portal. These roles help ...

Custom roles in Freshdesk let you create profiles for agents which define the level of access each of them will have in your account. For example, you ...

When you create a new agent or edit an existing one in Freshdesk, you have to define their role as well as the scope of tickets that they're allowed to...

In your Freshdesk account, the roles that an agent is associated with are structured in the following manner: Account Administrator > Administrator ...

Assuming Identities You can assume the identity of an agent to preview the helpdesk in the agent's view or respond to tickets in the absence of ...

Ticket scopes determine the tickets in your Freshdesk that an agent has access to. With Advanced Ticket Scope, you can choose whether an agent needs to h...

With the Freshdesk-Freshsales integration, you will now see a new agent role called Shared agent to control and manage your Freshsales user’s access privile...

When creating a new role, you can specify the permissions and actions users with that role can perform across different modules like Tickets, Solutions, For...