Last updated: 2025-11-18
``` Note: This feature works the same across all Freshservice products. Some screenshots or articles may reflect older designs, but the functionality remains unchanged. If certain options do not appear in your account, they may not be included in your current plan. ```
Managing agents and agent access across workspaces:
Note: Applicable only for accounts in which workspaces have been enabled.
You can add your team members and managers as agents to your service desk.
When you add a new agent, their role will determine the kind of access they'll have in the service desk. If multiple roles are set for an agent, the higher level of access will apply. At the maximum restriction, you can choose to only allow agents to view tickets that have been assigned to them in a workspace, or at the minimum, give them complete access to your service desk, including all data and global/workspace-specific admin configurations.
Creating new agents
Note: Only account-wide admins can add new agents
Agent added will now receive an activation email in their mailbox, which will help set up a password and activate their account in your service desk.
Managing agents
The agent profile will contain details about the agent, such as their email addresses, workspaces they belong to, assigned roles, groups they’re a part of, etc. You can also view the tickets requested by them and the assets and software that have been assigned to them.
Profile attributes like Title, email, phone, Time zone, language, etc., can also be captured in the agents’ profile.
Click here to understand agent and license types.
If your account has only one workspace or if you’re using the Managed Services mode, follow these steps to manage an agent’s profile:
Click here to understand how to:
1. Create agent groups 2. Create roles 3. Scope/Access levels for accounts with only one workspace
If your account has more than one workspace, follow these steps to manage an agent’s profile:
- To grant permissions to a new agent, create a new agent and follow the below steps.
- To grant permissions to an existing agent, click on the agent's name to enter their profile.
1. Workspace permissions \- This shows a list of all the workspaces, groups the agent is a part of (member/observer) and the respective agent and admin roles/permissions within that workspace
2. Account-wide permissions \- This shows a list of all the admin permissions that the agent has access to. Only admin roles can be given account-wide permissions.
- In the right pane, choose the workspace. If you haven’t already created a workspace, click here for the steps to create a new workspace.
- Add the agent to the groups you’d want them to be a part of as a Member or Observer.
- Click on +Add Role to designate the role and select the access level they need for a particular role and click on Save.
- In the right pane, Add the agent to the groups you’d want them to be a part of as a Member or Observer.
- Click on +Add Role to designate the role and select the access level they need for a particular role and click on Save.
- Click on +Add admin role under account-wide permissions.
- In the right pane, click +Add roles and choose an admin role from the dropdown. Click ‘Save’.
Click here to understand how to:
1. Create agent groups 2. Create roles 3. Scope/Access levels for accounts with multiple workspaces
Removing agents from workspaces
What happens when you remove an agent from a workspace?
1. All Open, In Progress, or Pending entities in the workspace assigned to the agent will become unassigned.
2. All Resolved and Closed entities in the workspace will remain assigned to the agent until they are reopened.
Deactivating agents
Note: Only admins with account-wide permissions can deactivate agents.
In order to deactivate an agent, you can navigate to Admin -> Global settings -> User management > Agents > Click on the agent name > Deactivate agent
What happens when you deactivate an agent: